Download HP SP1 User's Manual

Altiris eXpress
™
Helpdesk Solution 5.6 SP1
User Guide
Notice
Copyright © 2000-2003 Altiris Inc. All rights reserved.
Product Version: 5.6 SP1
Document Date: March 12, 2003
Bootworks U.S. Patent No. 5,764,593.
RapiDeploy U.S. Patent No. 6,144,992.
Due to the inherently complex nature of computer software, Altiris does not warrant that the Altiris
software is error-free, will operate without interruption, is compatible with all equipment and
software configurations, or will otherwise meet your needs.
The content of this documentation is furnished for informational use only, is subject to change
without notice, and should not be construed as a commitment by Altiris. Altiris Inc. assumes no
responsibility or liability for any errors or inaccuracies that may appear in this documentation. For
the latest documentation, visit our Web site at www.altiris.com.
Altiris, the Altiris logo, BootWorks, Inventory Solution, LabExpert, PC Transplant, RapiDeploy,
and RapidInstall are registered trademarks of Altiris, Inc. in the United States.
Carbon Copy is a registered trademark licensed to Altiris, Inc. in the United States and a trademark
of Altiris, Inc. in other countries.
Altiris eXpress, Altiris Vision, Application Mgmt Solution, Application Metering Solution, Asset
Control Solution, Asset Mgmt Suite, Client Mgmt Suite, Compliance Toolkit,
Conflict Analysis Solution, Contract Mgmt Solution, Deployment Server, Deployment Solution,
Education Mgmt Suite, Helpdesk, Helpdesk Solution, HP Client Manager Software, Lab Mgmt
Suite, Migration Toolkit, Mobile Client for SMS, My IT Forum, Notification Server, Problem Mgmt
Suite, Server Mgmt Suite, Server Monitor Solution, Site Monitor Solution, SW Delivery Solution,
TCO Mgmt Solution, Unix Client for SMS, Unix Inventory Solution, Unix SW Deliver Solution,
Web Admin for SMS, Web Reports and other product names are trademarks of Altiris, Inc. in the
United States and other countries.
Microsoft, Windows, and the Windows logo are trademarks, or registered trademarks of Microsoft
Corporation in the United States and/or other countries.
HP is a registered trademark of the Hewlett-Packard Corporation.
Compaq is a registered trademark of the Hewlett-Packard Corporation.
All other brand names are trademarks or registered trademarks of their respective companies.
Altiris Helpdesk Solution User Guide
2
Contents
Notice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Chapter 1: Introducing Helpdesk Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Features and Benefits
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
System Requirements
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Chapter 2: Installing and Setting Up eXpress. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Step 1 - Notification Server Computer Requirements
..................................
Step 2 – Install Helpdesk Solution
.................................................
Step 3 – The Altiris eXpress .NET Configuration Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Step 4 – The Configure Helpdesk Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
13
14
19
19
20
Chapter 3: Helpdesk Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Architecture
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Helpdesk Solution Consoles
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Workers and Worker Queues
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Contacts
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Work Items
Assets
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Integration with Microsoft Systems Management Server (SMS)
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Chapter 4: Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Prerequisites
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Helpdesk Setup
Localization
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Chapter 5: Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Web Administration Console Interface Elements
Console Security
Entry Points
Licensing
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Chapter 6: User Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Altiris eXpress Helpdesk Consoles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Helpdesk Worker Console
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
New Work Item
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Add New Work Item
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Additional Work Item Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Attachments
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Altiris Helpdesk Solution User Guide
3
Contents
Link Work Items
...............................................................
E-mail Messages
..............................................................
View Contact Properties - New Work Item . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Find Contact - New Work Item
....................................................
Select Contact - New Work Item
..................................................
View Asset Properties - New Work Item . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Find Asset - New Work Item . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Select Asset - New Work Item
....................................................
Find Work Items
56
58
59
61
62
63
64
65
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Search in Comment or Title Field
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Using Queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
List Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
New Query
...................................................................
Modify New Query Search
.......................................................
Query Data Types
.............................................................
Query Parameter Replacement
...................................................
Delete Queries
................................................................
Last Query Results
............................................................
Retrieve Queued Item
..........................................................
70
71
71
72
73
76
78
79
80
Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
New Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Assets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
New Asset
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Recents
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
My Helpdesk Console
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Work Item Request - NT User
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Work Item Request - User
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Work Item Request - Guest
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Create Custom URL to Access Helpdesk Consoles
Support for Pocket PC (PPC)
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Chapter 7: Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Helpdesk Admin Console
The Admin Report
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Edit Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Add New Category
............................................................
Modify Category
.............................................................
Move Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Copy Category
...............................................................
Delete Category
..............................................................
100
101
102
103
104
105
106
Routing Rules
...................................................................
List Routing Rules
............................................................
Process Order of Routing Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Edit Routing Rule
.............................................................
New Routing Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Delete Routing Rules
..........................................................
107
107
108
108
109
111
Notify Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
New Notify Rule
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Edit Notify Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Altiris Helpdesk Solution User Guide
4
Contents
Delete Notify Rules
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
E-mail Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
New Template
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Edit E-mail Templates
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
E-mail Template Macros
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Bulletins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Add New Bulletin
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Delete Bulletin
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
View Source
.................................................................
New NS Source
..............................................................
New SMS Source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Edit Source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Import from Source
...........................................................
124
124
125
125
126
127
Configure Helpdesk
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Delete Work Items
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Delete Contacts
Delete Assets
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Workers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
New Worker
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Edit Worker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
List Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
New Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Reports
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Notification Policies
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
Service Level Agreements
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Chapter 8: Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Altiris Helpdesk Solution User Guide
5
Preface
Before using this documentation, we recommend that you review the document conventions (see
“Document Conventions” on page 6).
Detailed information about Altiris products is included in each product’s documentation. The
product’s documentation is installed when the product is installed. To access Altiris product
documentation from the Web, go to our documentation Web page at www.altiris.com/support/
documentation.
If you have questions that are not answered in the documentation, we recommend that you use one
of our support options (see “Support” on page 7).
If you have feedback about this documentation, please send an e-mail message to our documentation
group at [email protected].
Document Conventions
The following table describes the conventions used in this document.
Document Conventions
What you see
Meaning
Altiris eXpress
Notification Server
User Guide
Note Most references to Altiris documents are hypertext links to those
Interface Element Name
Buttons, menu items, tabs, and field names are displayed in bold text.
File
> Save
server name/altiris/
documents
References to other documents are italicized.
documents. For these links to work, the target document file must be in the
same location as the source document.
If viewing PDF documentation from our product CD or where the
documents were installed on your hard drive, the links will work.
If viewing a PDF document from our web site, the links to other Altiris
documents will not work. (The documents are stored in different folders).
If you download PDF documents from our web site and place them in the
same folder, the document references will link to the other PDF document
provided the target PDF document is in the folder.
A series of mouse selections are represented in this format. The above
example means click on the File command on the menu bar, and then click
on the Save command.
A value in a path that depends on the user’s system is in italics. In this
example, server name needs to be replaced by the name of the user’s
server.
set variable = 123 Sample code is in Courier font.
www.altiris.com
Altiris Helpdesk Solution User Guide
Links to web pages are in blue text.
6
Preface
Support
Altiris is committed to providing world-class technical support and professional services to its
customers. Included with every product purchase is complimentary Electronic Support. For
customers who want a higher level of support, Altiris offers many fee-based services ranging from
Priority Support, which includes priority telephone and priority e-mail support, to on-site
consultation.
Before Contacting Support
We recommend that you do the following before contacting Support:
•
•
•
Download and install the latest version of the product and product updates from our web site
(www.altiris.com).
Read the product Release Notes. The Release Notes contain important information on the current
release including limitations and application specific workarounds. Many customer questions are
answered in the Release Notes.
Review the information in the Altiris support forums (go to www.altiris.com and click on
Support and then Forums). If you cannot find the answer to your question in the forums, you can
post your own question. The forums are monitored by our Support engineers, who will help you
with your questions.
Support Contact Information
Altiris is a global organization with operational centers in the following geographies:
•
•
•
Americas in Lindon, Utah covering North and South America
Asia Pacific in Sydney, Australia
Europe, Middle East, and Africa (EMEA) in Landau, Germany
Contact information for each of these operational centers is available at www.altiris.com/contact.
When contacting Support, please include the following information in the e-mail or have it ready
when calling:
•
•
•
•
Your name, e-mail address, and phone number
Product name and product version
Specific details about the problem, including specific system messages, error codes, and logs
Details about your system, including the operating system, applied services packs, hardware
configuration, network details, and other applications running on the system.
Training
To ensure that you are using Altiris products in the most effective way, Altiris offers in-depth,
instructor-led, hands-on courses. These courses will help you quickly learn the optimum methods
for installing, configuring, and managing your network using Altiris’ award-winning products. For
information about Altiris training, go to the following web sites:
•
•
http://www.altiris.com/services/training/
http://www.altiris-europe.com/services.htm
Altiris Helpdesk Solution User Guide
7
Preface
Altiris Helpdesk Solution User Guide
8
Chapter 1:
Introducing Helpdesk Solution
Altiris eXpress™ Helpdesk Solution gives you a low-cost, highly-integrated help desk management
system to automate the process of assigning, reporting, and resolving IT system management issues.
Helpdesk Solution reduces system downtime across the organization, reduces incoming help calls
and problem response time, and notifies administration personnel through desktop consoles or
handheld devices. Incident tracking, reporting and integration make Helpdesk Solution a flexible
tool to meet the ever-expanding, ever-changing demands placed on your IT department.
Helpdesk Solution is an easy-to-use, web-based solution designed to improve efficiency and reduce
costs for your IT organization by reacting quickly to critical problems, allowing you to
•
Manage assets and inventories, migrate computers, and deploy software
•
Respond appropriately to service-level agreements (SLAs)
•
Generate web-based reports to identify worker performance, schedules, histories, TCO and other
business-critical information
•
Access e-mail alerts or help desk issues remotely from desktops or handhelds
•
Maximize worker efficiency by scheduling work items, allowing end-users to create their own
work items, and linking similar or duplicate help desk issues.
In many cases, Helpdesk Solution eliminates the need to deploy IT personnel to each desktop, saving
support costs and speeding problem resolution. And Helpdesk Solution allows you to easily design
and install a system specific to your needs.
A Complete, Integrated System
Helpdesk Solution integrates natively with Microsoft SMS and other Altiris products using
Notification Policies that link reports, the Helpdesk Console, and Alert Manager.
Integrate with Microsoft SMS
Helpdesk Solution integrates natively with Microsoft Systems Management Server (SMS). When
combined with Altiris Web Admin for SMS, workers can access and extend native SMS features,
using features to gather and report the inventory of hardware and software resources, install software
packages, remotely control all types of computers, and integrate additional tools and Altiris eXpress
Solutions.
Altiris Helpdesk Solution User Guide
9
Chapter 1: Introducing Helpdesk Solution
Helpdesk Solution integrates tightly with Microsoft SMS by reflecting work orders from Helpdesk
Solution into the SMS database and permitting SMS administrators to view problems and/or planned
work from their console. A thumbnail of the SMS inventory is recorded with the work item in the
Helpdesk Solution database.
Helpdesk Solution - Satellite Architecture
The Helpdesk Solution supports satellite installations. A satellite Helpdesk, is installed and
configured by running AeXHD.exe locally on a satellite machine, which does not have NS
installed, but otherwise meets all Helpdesk prerequisites. Point the configuration to the Notification
Server where the master Helpdesk Solution is hosted. The Configure Helpdesk command requests
the name of the master Helpdesk server that was previously installed and configured.
Satellites can be used to off-load Helpdesk UI activity from the master Helpdesk. Since the master
Helpdesk is running on the same server as Notification Server, it competes for resources with
inventory management, software distribution, and other functions. A satellite Helpdesk can provide
better response times and scaling, all other things being equal.
Scenario
Here is a Helpdesk satellite scenario. The primary Notification Server and master Helpdesk server
resides in Albuquerque, with satellites in Milpitas, Atlanta, and another in Austin for end users only.
The master and satellites in Milpitas and Atlanta provide web access to the Helpdesk database for
both workers and end users. Austin is a satellite for end users only - this is accomplished by
modifying the NTFS permissions on the Austin entry points to prevent the use of the worker
consoles.
In this scenario, the following is true:
•
Satellites are on a separate domain than the primary Helpdesk and Notification Server
instance, SMTP server and the SQL database, this is not a requirement.
•
Persistent VPN connection is used to connect the satellite servers to the master server. (Other
schemes, such as port-specific firewall management can also work but may require more
custom configuration). The satellites must be able to open SQLOLEDB connections to the
SQL database and submit HTTP requests to the master Helpdesk. They must also be able to
open the SMTP port on the machine designated during Notification Server installation as the
SMTP server.
•
When satellites are in separate, non-trusted domains, Helpdesk must use standard SQL
Server logins and passwords accounts, not Windows accounts. This is controlled by the
master Helpdesk, its connection string and other configuration details are passed to the
Altiris Helpdesk Solution User Guide
10
Chapter 1: Introducing Helpdesk Solution
satellites every 4 minutes. Windows accounts (trusted connections) can be used if the
Helpdesk identity, VPN, and domains are correctly configured.
•
Attachments are stored on the satellites where they were uploaded.
Customize with Ease
Helpdesk Solution is 100% web-based to meet the needs of any organization. Helpdesk Solution
provides the ability to extend the database or simply change the look and feel of the interface with
the use of any text editor. Helpdesk Solution also comes with a selection of sample consoles that
allow users to create their own work items. By allowing end-users to create their own work items,
administrators can reduce the amount of time their workers spend on the phone and increase their
time solving issues.
Helpdesk Solution improves service levels and reduces IT costs across your organization, allowing
you to:
•
Notify your IT department of business-critical events
•
Allow workers to remotely manage their own Helpdesk tickets from any browser or CE device
•
Use a self-help console to reduce the number of incoming calls to the help desk
•
Report business critical information via the web
•
Quickly install and configure Helpdesk Solution into any business environment.
•
Customize the user interface for take advantage of different features and provide a custom look
and feel.
Features and Benefits
eXpress provides many features and benefits. The following lists describes some of these features:
Features
1
Web-based.
•
2
Allows organizations to easily share and access data
Resource explorer drill-down.
•
Link from Helpdesk allows workers to access summary and detailed hardware and software
inventory configuration
3
Helpdesk’s self-help center (My Helpdesk).
4
Web reports.
Benefits
1
Allows each IS and IT organization to effectively communicate by managing all tasks in single
web console.
2
View complete hardware and software inventory of the problem asset directly from the Helpdesk
console.
3
Increase service levels by being proactive, notifying users of work item status and allowing them
to submit work items and track status 24 x 7.
4
Maximize critical data by understanding work item trends and which assets and users require the
most Helpdesk resource.
Altiris Helpdesk Solution User Guide
11
Chapter 1: Introducing Helpdesk Solution
System Requirements
The following is a list of minimum requirements for the Helpdesk Solution.
Server
•
Altiris eXpress Notification Server 5.5 SP2 or later
•
A CD-ROM drive with Microsoft 2000 Server/Advanced Server and SP2 or later
•
Hard drive formatted with NTFS file system
•
Microsoft IIS 5.0 (IIS 5.0 requires webs to be hosted on NTFS)
•
Microsoft SQL Server 2000 is recommended, SQL 7.0 (approved), MSDE is not recommended
•
Microsoft Internet Explorer 6.0 or greater is recommended; all others browsers are supported
•
Pentium III 933 MHz or higher
•
512 MB RAM (1 GB is recommended)
Worker Console
•
Microsoft Internet Explorer 6.0 or later, Netscape Navigator 3.0 or later, Opera 4.0 or later
End User Console
•
Although Helpdesk Solution works from any web browser, it works best with Internet Explorer
6.0 (or later)
Altiris Helpdesk Solution User Guide
12
Chapter 2:
Installing and Setting Up eXpress
The Installation and Setup topic list, includes the following:
•
•
Step 1 - Notification Server Computer Requirements (page 14)
•
Install Prerequisite Software to Notification Server (page 15)
•
Install Notification Server (page 18)
Step 2 – Install Helpdesk Solution (page 19)
•
Satellite Helpdesk (page 19)
•
Step 3 – The Altiris eXpress .NET Configuration Wizard (page 19)
•
Step 4 – The Configure Helpdesk Command (page 20)
Installation Preview
The Helpdesk Solution setup process consists of the following tasks:
•
•
•
•
Create a Helpdesk user on the Windows server running Notification Server
Create Helpdesk user queues
Configure Helpdesk
Create Helpdesk accounts.
Using eXpress is easy. Most of the work required to set up and use this solution has already been
taken care of through predefined collections, policies, and reports. The following list outlines the
steps needed to get up and running.
•
Altiris eXpress.NET Configuration Wizard.
•
Configure the Helpdesk database
Software Requirements
The following must be installed before installing eXpress:
•
Notification Server version 5.5 (or above)
For more information on installing Notification Server, see the Altiris eXpress Notification Server
User GuideAltiris eXpress Notification Server User Guide.
Altiris Helpdesk Solution User Guide
13
Chapter 2: Installing and Setting Up eXpress
Step 1 - Notification Server Computer
Requirements
The computer you are going to install Notification Server on must meet or exceed the following
criteria.
Hardware
The following are minimum requirements. To scale to support thousands of clients, faster processors
and more memory are highly recommended on the server.
•
Processor: Pentium Pro 200 MHz or faster
•
RAM: 512 MB (1 GB is recommended)
•
File System: 2 GB NTFS system partition
•
Disk space: 30 MB for SQL database (4 GB recommended)
•
CD-ROM: Required
Software
Note The Install Helper will help determine if the computer has the necessary prerequisite software
installed, and when possible it will help you download and install the needed software. For more
information, see “Install Prerequisite Software to Notification Server” on page 15.
Operating System (one of the following)
•
Windows 2000 Server (recommended)
•
Windows Advanced Server
•
with Windows Internet Information Services (IIS) installed with FTP configured.
SQL Database (one of the following)
•
Microsoft SQL Server 2000 (recommended)
•
Microsoft SQL Server 7
Important If you do not have a SQL Server database installed, the Software Prerequisites Wizard
will give you the option to download and install MSDE. The MSDE database may be used for
evaluation purposes, but is not recommended for a live production environment.
Microsoft Windows Internet Information Services (IIS)
•
Microsoft IIS 5.0 (requires Webs to be hosted on NTFS) -- This component is not installed
by default with Windows 2000 or later
Microsoft Windows Internet Information Services FTP Services
•
The FTP component is installed by default with Windows 2000 or later
Web Browser
•
Microsoft Internet Explorer 6.0 or later
Altiris Helpdesk Solution User Guide
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Chapter 2: Installing and Setting Up eXpress
Install Prerequisite Software to Notification Server
1
Start the Altiris eXpress Notification Server Install Helper (AeXNSInstallHelper.exe), read the
information on the screen, and click Next.
2
When the Computer Prerequisites screen appears:
•
If you do not want to install Notification Server on the computer, click No, and then Next.
•
If you want to install Notification Server on the computer, click Yes, and then Next.
The Software Prerequisites Wizard checks the computer to make sure it has the needed
prerequisite software installed (such as Windows 2000/XP Internet Information Services
(IIS), and SQL 7 or 2000, or MSDE).
3
•
If the required software is installed, click Finish. Go to “Install Notification Server” on
page 18.
•
If the required software is NOT installed, the Wizard goes to the next step.
If the computer requires additional software to run Notification Server, a screen similar to the
following appears:
In this example, Windows 2000/XP Internet Information Services (also known as IIS) and
a SQL database were not on the computer.
Note
Review the information and click Next.
4
If the Download and Install Microsoft Database Engine screen appears, do the following:
Altiris Helpdesk Solution User Guide
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Chapter 2: Installing and Setting Up eXpress
a
If you want to install the MSDE version of SQL (not recommended for Helpdesk Solution)
on the computer, click Yes and Next.
Note If you have a SQL Server database that you want to use for the Notification Server
database, click No and Next then go to see if additional required software that can be
automatically downloaded is needed, download the software using a process similar to the
process specified in Step 4.
b
When the File Download dialog box appears:
When using Internet Explorer 6 (with the current Microsoft updates), click Open.
Important If using Internet Explorer 6 without the current Microsoft updates, click Save, and
then enter a folder to save the file in. When the download is completed, click Open.
When using Internet Explorer 5, click Run this program from its current location and click OK.
c
When asked if you want to install unixdbsetup.exe, click Yes.
d
When the WinZip Self-Extractor dialog box opens, click Unzip.
e
When the WinZip Self-Extractor confirmation dialog that the file is unzipped appears, click OK.
f
When the command box appears, wait for the MSDE installation to complete. This
installation may take a few minutes.
g
When the MSDE installation is completed, press any key to close the command box.
h
When the Download and Installation screen appears. Click Next.
5
If additional required software that can be automatically downloaded is needed, download the
software using a process similar to the process specified in Step 4.
6
When all of the required prerequisite software is loaded, a screen similar to the following
appears. Go to“Install Notification Server” on page 18.
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16
Chapter 2: Installing and Setting Up eXpress
7
If all of the components that can be downloaded have been downloaded but additional software
needs to be installed, a screen similar to the following appears listing the additional software that
needs to be installed.
Note which software needs to be installed and then click Finish.
Important You need to install the software that could not be automatically loaded and then run
the Software Prerequisites Wizard again.
8
9
If necessary, install Windows 2000/XP Internet Services as follows:
a
On the Windows toolbar, click Start > Settings > Control Panel > Add/Remove Programs.
b
In the left pane, click Add/Remove Windows Components.
c
Check the Internet Information Services (IIS) check box.
d
Click Details.
e
Check the File Transfer Protocol (FTP) Server and World Wide Web Server subcomponents check
boxes.
f
Click OK.
g
Click Next.
h
Follow the instructions on the screen to complete the Windows Components Wizard.
When all the required prerequisite software is installed, and if needed, restart the Software
Prerequisites Wizard again. See Step 1.
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Chapter 2: Installing and Setting Up eXpress
10
When all of the prerequisite software is installed and the following screen appears. Read the
information on the screen and click Finish.
The Install Helper will start the Notification Server installation.
Install Notification Server
1
When you complete the Software Prerequisites Wizard, and then click Finish.
2
When the AeXNSInstallHelper dialog appears, read the information on the screen and click OK.
The Notification Server Installation will begin.
3
After the Altiris documentation page appears, the File Download dialog box is displayed, do one
of the following:
•
•
Click Open to execute the file.
Click Save, and then browse to a folder to save the file. When the file is finished saving, click
Open.
4
The AeXNS_5.5.msi file will download, the Windows Installer will start, and the Altiris
eXpress Notification Server 5.5 – Install Wizard will start. Read the information on the screen, and
then click Next.
5
On the License Agreement screen,
license agreement, and click Next.
6
On the Customer Information screen, enter applicable information, and then click Next.
7
On the Setup Type screen, click Complete, and then click Next.
8
On the Ready to Install the Program screen, click Install.
read the License Agreement, click I accept the terms of the
The Installing Altiris eXpress Notification Server 5.5 screen appears and the software is
installed.
9
When the Install Shield Wizard Completed screen appears, click Finish.
The Notification Server Installation is completed. The Notification Server Setup Wizard starts the
Altiris eXpress Notification Server Configuration.
Tip If you know the groups that you will want to categorize your Helpdesk users into, you can create
the Windows NT Groups for the Helpdesk users now. For more information on creating Windows
NT Groups for Helpdesk, see “Create NT Groups for Helpdesk Users on a Windows Server” on
page 26.
Altiris Helpdesk Solution User Guide
18
Chapter 2: Installing and Setting Up eXpress
Step 2 – Install Helpdesk Solution
When you install eXpress, eXpress collections, packages, reports, and policies are loaded onto the
Notification Server.
1
Log in to the Windows Server running Notification Server using the Helpdesk user.
If the Windows Server configuration screen appears, click Close.
2
Start the Web Administration Console by clicking Start > Programs > Altiris > Altiris eXpress >
Notification Server > Web Administration Console.
3
Click the Configuration tab.
4
In the left pane, click Solution Center.
5
Select the location of the Solution Center you want to install from.
•
To install from the Altiris CD, insert the CD in to the CD-ROM drive, then select Search the
CD drive on the Notification Server for the Solution Center.
•
•
To install from the Internet, select Use the Solution Center on the Altiris Web site.
To install from another location, select Specify another location and enter the URL in the
box.
Solution Center
6
Click Apply.
7
Click the Solutions Center tab and wait a moment for the screen to refresh.
8
If you are using the Altiris CD for the Solution Center or a location other then the Altiris Web
site, the Browse For Folder dialog box appears. Browse to the CD or the directory where the
Solution Center is located and click OK.
9
Click Helpdesk and Problem Resolution.
10
Click Helpdesk Solution.
11
Click Start.
The download and installation process (Setup) starts.
Beside the Helpdesk Solution files, the.NET Framework (Service Pack 2) and MDAC 2.7
components may have to be installed. This will happen automatically. You may have to reboot the
system after the installation has completed.
Satellite Helpdesk
A satellite Helpdesk, is installed and configured locally on a satellite computer, which does not have
NS installed, but otherwise meets all Helpdesk prerequisites. For details, see “Helpdesk Solution Satellite Architecture” on page 10.
To Install a Satellite Helpdesk
1
Copy the AeXHD.exe file to a computer, not running Notification Server.
2
Run the AeXHD.exe file, and then follow the instructions of the Helpdesk Wizard.
Step 3 – The Altiris eXpress .NET Configuration
Wizard
When Setup is finished, the Altiris eXpress .NET Configuration Wizard is launched
automatically. You can also run the wizard at any time from the Start Menu shortcut. To run the
.NET Wizard manually, do the following.
1
Start Menu > Programs > Altiris > Altiris eXpress > Helpdesk Solutions > Helpdesk ASP.NET Config.
2
See “Altiris eXpress.NET Configuration Wizard” on page 29 for detailed instructions on how to
run this wizard.
Altiris Helpdesk Solution User Guide
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Chapter 2: Installing and Setting Up eXpress
Important You will not be able to run Helpdesk successfully until you run and complete this
wizard.
When you do, it will launch Helpdesk and usually present you with the Configure Helpdesk
See “Configure Helpdesk” on page 128 for more detailed instructions.
command.
Step 4 – The Configure Helpdesk Command
When you finish the Configure Helpdesk Command, the Helpdesk Solution basic setup is now
complete.
Note When Helpdesk Solution is installed configured, and set up, all Notification Policies are
disabled by default. You will want to review and disable any policies not needed, to prevent excess
notifications. For information on policies, see “Notification Policies” on page 140.
Altiris Helpdesk Solution User Guide
20
Chapter 3:
Helpdesk Overview
The Helpdesk Overview topic list, includes the following:
•
Architecture (page 21)
•
Helpdesk Solution Consoles (page 22)
•
Workers and Worker Queues (page 23)
•
Contacts (page 24)
•
Work Items (page 25)
•
Assets (page 25)
•
Integration with Microsoft Systems Management Server (SMS) (page 26)
Architecture
Notification Server
Notification Server runs based on policies set by an administrator. These policies activate
components of Notification Server that are used to process and store inventory data, host web pages,
forward data to SMS, and many other tasks. This simplifies the administration of systems
management in your distributed network environment.
Notification Server runs on Windows 2000/Advanced Server SP2 and uses SQL 2000
(recommended) or SQL 7.0 SP1 (approved) database to store the information.
Notification Server provides security for console views and functions as well as reports.
For more information about Notification Server see the Altiris eXpress Notification Server User
Guide on the product CD or on our web site at http://www.altiris.com/support/documentation.
Consoles
Helpdesk Solution provides a web-based console for basic and advanced IT Management. Each
console is accessed through a unique URL, and has its own security properties.
Web Reports and Notification Policies
Helpdesk Solution provides numerous reports, such as: work items, worker activity, schedules,
Service Level Agreements (SLAs), and cost analysis to name a few.
Helpdesk Solution also provides Notification Policies and Notify Rules to select personnel when
defined conditions occur, such as: new work items received, high priority items not closed within a
select time frame and more. These Notification Policies automate the monitoring of work item
activity.
Additional Information
•
“Helpdesk Solution Consoles” on page 22
•
“Reports” on page 139
•
“Notification Policies” on page 140
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Chapter 3: Helpdesk Overview
•
Helpdesk Solution Consoles
“Notify Rules” on page 112
Helpdesk Solution Consoles
The Altiris eXpress Helpdesk Consoles page provides an easy way to access all necessary consoles.
Based on NT authentication, only the consoles available for the user logging on, will be visible on
this page.
1
Click Start > Programs > Altiris > Altiris eXpress > Helpdesk Solution > Helpdesk Consoles.
2
Type the following URL in your web browser - http://<server>/AeXHD.
3
Create a custom URL alias and type that alias in your web browser.
The following consoles are used in Helpdesk Solution.
Administrator Console
The Admin console provides full access to the Worker console, as well as the following administrator
functions:
•
•
•
•
•
•
•
•
•
•
Setup and configure
Setup and configure queues
Manage asset and contact data sources
Publish bulletins
Manage the work item category list
Configure work item routing rules
E-mail template content
Configure and maintain the database
Import data from multiple sources: Notification Server and Microsoft Systems Management
Server (SMS)
Configure notify rules
Worker Consoles
The Worker console allows workers to do the following:
•
•
•
•
•
•
•
Create, search and manage work items
Define and view detailed managed assets
Create user contact information
Run queries
Create and manage service requests
Generate custom worker reports
Remotely control machines (requires Altiris Carbon Copy)
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Chapter 3: Helpdesk Overview
Workers and Worker Queues
User Consoles
The My Helpdesk console allows users to the following:
•
•
•
•
submit work item requests track status of work items
edit contact information
submit comments to the help desk
attach files or screen shots to work items
The Helpdesk Solution ships with a Work item request - Guest console, to allow anonymous access in
and open environment.
See Also
•
“Administration” on page 95
•
“Altiris eXpress Helpdesk Consoles” on page 46
•
“My Helpdesk Console” on page 88
•
“Create Custom URL to Access Helpdesk Consoles” on page 93
•
“Console Security” on page 36.
Workers and Worker Queues
Workers
A worker is a help desk worker or technician at any level. Workers are created in the Administrator
Console and must correspond to a valid Windows NT/2000 user account.
Administrators can assign a hourly rate to workers or to a worker’s queue, to track costs associated
with work items. The hourly rate is displayed in clear text, and is visible to Administrators so caution
should be used. It is recommended to include an average hourly rate for a queue instead of a specific
worker, to maintain security. Therefore, it is critical that workers be assigned to an appropriate queue
for successful cost analysis of labor hours.
Worker Queues
Queues are like workers in that it is possible to assign work items to a queue. Workers are able to
run queries to list work items assigned to queues, as well as retrieve work items from queues. A
worker has a specific queue that is assigned to the worker. The worker can be said to belong to that
queue. Another way to look at queues, is that they are groups of workers. For example, Workers
assigned to the queue named Level 1, are workers who all been assigned to the Level 1 queue.
Helpdesk provides eleven default queues, that correspond to classes of workers that are commonly
found in a production Helpdesk environment. These are:
•
Level 1 Workers accept and qualify work item requests. If the work item cannot be resolved by
a worker in the Level 1 workgroup, they dispatch the work item to field a technician.
Additionally, Level 1 workers generally resolve issues such as password resets or How to type
questions.
•
Level 2 Workers are generally more technical than a Level 1 worker. If a work item cannot be
resolved by a Level 1 worker, the first level of escalation is to a Level 2 worker. Typically, this
queue is assigned to a combination of telephone support people, system managers, or field
managers.
•
Level 2 Desktop Level 2 workers trained to handle desktop issues.
•
Level 2 Network Level 2 workers trained to handle network issues.
•
Level 2 Server Level 2 workers trained to handle server issues.
•
Operations Workers in the Operations queue are assigned work items generated for the
Operations department.
•
Professional Services Workers in the Professional Services queue are assigned work items
generated for the Professional Services department.
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Chapter 3: Helpdesk Overview
Contacts
•
Human Resources Workers in the Human Resources queue are assigned work items generated
for the Human Resources department.
•
Asset Management Workers in the Asset Management queue are assigned work items
generated for the Asset Management department.
•
Deployment-SW Delivery Workers in the Deployment-SW Delivery queue are responsible for
tasks associated with the initial deployment of software packages and subsequent updates.
•
Supervisor Used for managers, supervisors, or administrators.
Contacts
Contacts are users who request help, or managers acting as the contact point for another user for the
associated problem or request. Each user should be defined in the database as a contact. Workers are
also contacts and their information is stored in the database as well. Contacts are associated with
work items.
Contact information includes the following:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Name
NT ID (if applicable)
E-mail
Pager email
Phone
Cell phone
Pager
Location
Organization
Password
Employee ID
Comments
Status
VIP (Very Important Person)
Title
Department
Company
Helpdesk Solution can also associate with end user information as defined in Notification Server.
Existing Notification Server data can be automatically imported into the Helpdesk Solution. Contact
data can be entered manually by the Helpdesk workers when a new work item is created.
Additionally, contact data from other data sources can be imported into Helpdesk Solution using the
SQL Import/Export Manager.
See Also
•
“Contacts” on page 80
Note Contact data imported from Notification Server, but modified in Helpdesk is not
overridden on subsequent imports. For complete data integrity, contact data should be modified
in Notification Server via regular updates, then imported from Helpdesk on a scheduled basis.
Altiris Helpdesk Solution User Guide
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Chapter 3: Helpdesk Overview
Work Items
Work Items
A work item defines a task to be performed. Work items are created by workers in the worker
console, by users via the self-help console or by events passed from Notification Server to Helpdesk.
Administrators can allow users to create work items themselves by providing an appropriate the
URL and access to a user console.
A work item is assigned to either a worker or a queue. Work item routing rules are applied to
determine which worker or queue will be assigned a given work item whenever a work item is
created or modified. Workers can use the Retrieve command to retrieve work items with the earliest
creation date from their assigned queue. Additionally, workers can find work items by generating
queries in the Work item queries page, and the Find work items page.
Note The Retrieve command retrieves work items based on settings selected in the workers
preferences section in the Admin console.
A work item may be a current issue to be solved or a task planned to be done in the future. A planned
work item is given a start date and a due date. The date and time information is used to determine
Service Level Agreements, worker schedules, and the elapsed time to completion.
See Also
•
“New Work Item” on page 50
Assets
Assets are real devices such as computers, printers, phones, or furniture that are identified as unique
objects in the database. Assets can be associated with work items and contacts.
For example, if an end user reports a problem printing to a network printer, a worker has the option
of associating that printer with the work item. Associating assets with work items is important when
running reports detailing machine/object history. This allows administrators to run reports based on
specific hardware devices and associated costs.
Asset information includes the following:
•
•
•
•
•
•
•
•
•
•
•
•
•
Name
Type
• Computer
• Printer
• Phone
• Modem
• Network Port
• Document
• Application
• Other
External ID
Location
Manufacturer
Model
Serial #
Asset Tag
OS (Operating System)
IP Address
Organization
Comment
Asset is either active or not active
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Chapter 3: Helpdesk Overview
Integration with Microsoft Systems Management Server (SMS)
Integration with Microsoft Systems Management Server
(SMS)
The integration with Microsoft SMS is bi-directional. Work items defined in Helpdesk Solution can
be linked into the SMS database, based on assets that were previously imported from SMS into
Helpdesk. This permits SMS administrators to view problems and plan work for those assets. In
addition, SMS administrators can create collections that will not advertise a program to machines
with open work items, if desired.
SMS resource information can be imported into Helpdesk Solution and associated with the work
items in the Helpdesk Solution database. This permits historical reporting based on platform, domain
and location as well as change management reporting for a machine over the life of the system.
See Also
•
For more information about leveraging SMS functionality from a browser, see the Web Admin
for SMS User Guide on the product CD or on our web site at http://www.altiris.com/support/
documentation.
•
For more information about registering SMS as a source for importing data, see “View Source”
on page 124.
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Chapter 4:
Installation
The Helpdesk Installation topic list, includes the following:
•
Prerequisites (page 27)
•
•
•
Installation (page 28)
Helpdesk Setup (page 28)
•
Altiris eXpress.NET Configuration Wizard (page 29)
•
Modifying Helpdesk Solution Installation Configuration (page 31)
•
Upgrading Releases (page 32)
•
Uninstalling (page 32)
Localization (page 33)
Prerequisites
Server
Helpdesk Solution requires the following:
•
Altiris eXpress Notification Server 5.5 SP2 or later
•
Microsoft 2000 Server/Advanced Server with SP2 with a CD-ROM drive
•
Hard drive formatted with NTFS file system
•
Microsoft IIS 5.0 (IIS 5.0 requires webs to be hosted on NTFS)
•
Microsoft SQL Server 2000 is recommended, SQL 7.0 (approved), MSDE is not recommended
•
Microsoft Internet Explorer 6.0 or later is recommended; all others browsers are supported
•
Pentium III 933 MHz or higher
•
512 MB RAM (1 GB is recommended)
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Chapter 4: Installation
Helpdesk Setup
Installation
Before installing Helpdesk Solution, review the “Prerequisites” on page 27.
Installation has three phases that occur one after the other as a part of a standard Windows Installer
installation:
1
Setup
2
Altiris eXpress.NET Configuration Wizard
3
Database Configuration
Caution Notification Server must be installed before installing Helpdesk Solution. Refer to the
Altiris eXpress Notification Server User Guide on the product CD or on our web site at http://
www.altiris.com/support/documentation.
Important Notification Server install will create a Helpdesk database called AeXNS_Helpdesk that
is used by Alert Manager. Helpdesk Solution can be configured to use the existing database or
create another. If Alert Manager has been used, you will want to use the AeXNS_Helpdesk
database to maintain existing data. If you are upgrading from a previous version of Helpdesk
Solution, then Helpdesk 5.6 will upgrade your existing database if you prefer.
Helpdesk Setup
Setup installs the program files and creates a virtual under the default web site on the target server.
Note The name of the web site is AeXHD (not case-sensitive). If that web site already exists, it is
overwritten. The logged in account should have full admin/sa privileges on the SQL Server that will
be used.
Beside the Helpdesk Solution files, the .NET Framework and MDAC 2.7 components may have to
be installed. This will happen automatically. You may have to reboot the system after the installation
has completed. Setup will resume automatically after the system is rebooted. Helpdesk Solution files
will not be installed until after the .NET Framework and MDAC 2.7 components have been
successfully installed.
IMPORTANT Helpdesk installs the latest .NET Framework service pack available at the time
Helpdesk Solution was released. Be sure to install the most current .NET Framework Service Packs
available or critical updates as soon as possible. You can find the .NET Framework and service
packs on the Microsoft Windows Update site.
4
Insert the Altiris CD.
Note If you are installing from the Altiris web site, you do not need the CD.
5
Click Start and select Programs > Altiris > Altiris eXpress > Notification Server > Web Administration
Console to start the Web Administration Console.
6
Make sure that you are pointing to the Solution Center location you want to use (CD, Altiris web
site, or other).
a
Click the Configuration tab.
b
In the left pane, click Solution Center.
c
Select the correct Solution Center location, then click Apply.
7
Click the Solutions Center tab.
8
Click Helpdesk and Problem Resolution.
9
Click Helpdesk Solution.
10
Click Start.
Setup will begin. If the .NET Framework and MDAC 2.7 components are not installed then
Setup will install them and probably require you to reboot the system. Setup will automatically
resume after the reboot.
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Chapter 4: Installation
Helpdesk Setup
11
To start the Setup Wizard, click Next.
12
Read and agree to the license agreement and click Next.
13
Select the destination directory and click Next.
14
Click Finish. The Altiris eXpress.NET Configuration Wizard will launch, go to “Altiris
eXpress.NET Configuration Wizard” on page 29.
Important You will not be able to run Helpdesk successfully until you run and complete this wizard.
Altiris eXpress.NET Configuration Wizard
Altiris eXpress.NET Configuration Wizard lets you configure Helpdesk to run under the identity of a
user account set by an administrator. You must complete this wizard to finish the installation before
launching any Helpdesk console.
IMPORTANT Altiris recommends you choose the same account you supplied when you installed
Altiris Notification Server. That account should not be the account of a real user and it should be set
so that the password never expires. See the Notification Server documentation for more details about
configuring that account.
If Helpdesk Solution fails to run because the password has expired or changed, you will have to run
the Altiris eXpress.NET Configuration Wizard again, to reset the account. You may have to
manually restart IIS for the account changes to take effect.
The Helpdesk Solution account should belong to the local Administrators group and must be able to
do the following:
•
Access and launch DCOM objects
•
Only read, write, and modify all tables in the Helpdesk Solution database on the SQL Server you
select.
To configure the Helpdesk Configuration Wizard
1
Click Start>Programs>Altiris>Altiris eXpress>Helpdesk Solution>Helpdesk ASP.NET Config.
2
Click Next.
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Chapter 4: Installation
3
Helpdesk Setup
Enter a domain\user and password.
a
Click More Info for more information.
4
Click Next.
5
You will receive the following confirmation.
6
Click Next
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Chapter 4: Installation
7
Helpdesk Setup
Click Finish.
When the wizard is complete, the Helpdesk Admin console will launch. Usually, further
configuration is necessary, so you will see the Configure Helpdesk command. Complete the
command to finish the installation. See “Configure Helpdesk” on page 128 for details.
Note When Helpdesk Solution is installed, all Notification Policies are disabled by default. You will
want to review and disable any unneeded policies to prevent excess notifications. For information
on policies, see “Notification Policies” on page 140.
During the initial installation, the user installing Helpdesk, creates the first worker with his or her
NT ID; they can create new workers when the installation process is complete. See “Workers” on
page 135 for details.
Modifying Helpdesk Solution Installation Configuration
After the initial installation, you can run the Helpdesk ASP.NET Configuration Wizard to change your
Helpdesk Solution identity at any time.
1
Click Start and select Programs > Altiris > Altiris eXpress > Helpdesk Solution > Helpdesk ASP.NET
Config.
2
Make the appropriate changes and complete the wizard.
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Chapter 4: Installation
Helpdesk Setup
Upgrading Releases
Upgrading released version of Helpdesk Solution can be done by doing an upgrade check in the
Solution Center. This will install over the top of the existing software. Downloading the latest
AeXHD.exe and running it manually will upgrade Helpdesk Solution also. If you use "Add/Remove
Programs" to remove the previous version of Helpdesk, any customization to the web site you made
may be lost and have to reconstituted.
Upgrading an interim development database is not supported, and requires the creation of a new
database. An interim development database is defined as any database created by a non-released
version of Helpdesk Solution.
Interim builds during beta testing should be removed using the “Add/Remove Programs” in the
operating system. Subsequent builds can then be installed once the previous build has been removed.
Anytime Notification Server is being updated to a newer version along with Helpdesk Solution,
Notification Server should be upgraded before upgrading Helpdesk Solution.
IMPORTANT Beta releases are always required to be installed on test servers and kept separate from
released production installations of Helpdesk Solution.
Uninstalling
You can use Add/Remove Programs in the Windows Control Panel to uninstall the Altiris
eXpress Helpdesk Solution.
We recommend stopping and restarting IIS before you uninstall Helpdesk Solution. This will
provide a cleaner uninstall.
Note Restarting IIS will cause current users to lose their work.
If you added files to the Helpdesk Solution custom directories, they will not be deleted by Uninstall,
but any files installed by the Setup program that you modified will be deleted.
Uninstall does not delete or modify data or tables in SQL Server databases, nor does it delete all
Helpdesk Solution registry settings. If you reinstall, you will be presented with the previously
configured SQL Server and database, and the Helpdesk license data is not removed from
Notification Server.
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Chapter 4: Installation
Localization
Localization
Helpdesk Solution 5.6 supports localized versions of French, German, Portuguese and Spanish.
Assuming the browser is installed and properly configured, Helpdesk will automatically display its
content in the preferred language configured by the browser. All text in the user interface will be
localized to the above specified languages; however, database values in the drop-down lists, work
item titles and comments will not. Information from other components, such as error messages from
SQL Server, is displayed in the configured language of the server or will be in English, depending
on how other components were installed.
Note You must change the locale setting of the computer to view the language in Internet Explorer
5.5 or later.
Configure Regional Option
1
Click Start>Settings>Control Panel>Regional Options.
Worker Console
•
Microsoft Internet Explorer 6.0 or later, Netscape Navigator 3.0 or later, Opera 4.0 or later
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Chapter 4: Installation
Localization
End User Console
•
Although Helpdesk Solution works from any web browser, it works best with Internet Explorer
6.0 or later
2
Select the one of the supported languages from the drop-down list.
•
•
•
•
Spanish
French
German
Portuguese
3
Click Apply, then OK.
4
The changes will take affect when you refresh or launch the web browser.
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Chapter 5:
Configuration
The Configuration topic list, includes the following:
•
•
Web Administration Console Interface Elements (page 35)
•
Policies (page 35)
•
Reports (page 36)
Console Security (page 36)
•
Administrators (page 37)
•
Workers (page 37)
•
End Users (page 38)
•
Setting Permissions (page 39)
•
Entry Points (page 40)
•
Licensing (page 43)
Web Administration Console Interface Elements
Policies
Helpdesk Solution comes with Notification Policies that let Notification Server perform a variety of
actions when defined conditions occur.
Notification Policies provide active reporting for the NS Client. They can be found in the
Notification Server Web Administration Console under the Solutions tab, then Helpdesk Solution >
Policies > Notification Policies.
For more information on using Notification Policies, see the Altiris eXpress Notification Server User
GuideAltiris eXpress Notification Server User Guide.
The following are the provided Notification Policies:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Escalate work item priority status
High priority items not assigned within 30 minutes
More than N open work items
More than N open work items in level 1
More than N open work items in level 2
Open work items with no activity in over N minutes
Re-opened work items
Scheduled work items past due
Scheduled work items past start date
Top N new work items opened in M minutes
Work items on hold more than N days
Work items open more than N days
Work items with more than N workers
Workers with more than N open work items
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Chapter 5: Configuration
Console Security
Reports
Helpdesk Solution has many reports that let you analyze your help desk, including cost analysis,
work item information, and worker performance. These reports are found in the Notification Server
Web Administration Console under the Solutions tab by selecting Helpdesk Solution > Reports. The
reports are organized into the following categories:
•
Cost Analysis - Analyze costs of work items to evaluate expenses by location, organization, and
operating system platform.
•
Helpdesk Activity - Report help desk activity.
•
High Priority - Report on high priority work items.
•
List Work Items - List work items by end user, computer, or worker.
•
Planned Work - Planned work reports help organize scheduling work items according to
workers and computers. You can view work items planned and scheduled, over-due, by worker
schedule, etc.
•
Problem machines/platforms/users - Correlate Helpdesk work items with inventory.
•
Service Level Agreement - Reports that help you meet the demands of your Service Level
Agreement.
•
Track changes, moves, adds - Reports to track changes to computers.
•
Work item Activity Trend - Work item activity and trend analysis reports.
•
Worker Performance - Worker activity reports.
Console Security
This section contains the following security topics:
•
Administrators
•
Workers
•
End Users
•
Setting Permissions
•
Entry Points
Helpdesk Solution relies on the security features provided by IIS, NTFS and ASP.NET to control
access to Helpdesk consoles and commands. A Helpdesk console is defined by a default.aspx
file and a web.config file that resides in a directory in the AeXHD web. We call these directories
entry points to distinguish them from other AeXHD web folders that contain static content, such as
images or help files. While it is possible to define security settings on specific files, we recommend
defining security settings on entry points. Multiple consoles can exist in the same entry point and
will therefore share the same security settings.
The IIS security settings for an entry point can be changed by doing the following:
1
Access Internet Services Manager.
2
In the left pane, select server name>Default Web Site>AeXHD>.
3
Right click on a folder name (for example: admin) and select Properties.
4
Click the Directory Security tab, then click Edit for Anonymous access and authentication control.
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Chapter 5: Configuration
Console Security
5
Click Help to access help on these items. See“Administration” on page 95 for details.
•
Anonymous access - Users can submit anonymous requests. Helpdesk will use a guest worker
account for these requests. It is important to not enable this for consoles or folders that contain
important Helpdesk commands like the Admin and Worker consoles. Instead, only consoles that
offer limited functionality, such as the Guest console, should be configured to permit anonymous
access.
•
Basic authentication - Workers can submit their identification (domain\username) and a
password to be authenticated. Passwords are not transmitted using encryption, therefore we do
not recommend this method under normal circumstances; however, if Basic Authentication is not
enabled then Netscape and Opera users cannot connect to the Helpdesk Worker or Admin entry
points.
•
Integrated Windows Authentication - This uses a cryptographic exchange with the user's
Internet Explorer web browser to confirm the identity of the user. You should always configure
every entry point to allow Integrated Windows authentication even if you do not expect the users
of the consoles in that entry point to use it.
We recommend that all environments use Integrated Windows Authentication for tighter security.
Workers with Internet Explorer 4.01 (or higher) can pass their login credentials without any
prompting. If IIS cannot authenticate the user logged in, then a dialog is displayed asking for a new
NT credential. Passwords are not transmitted in the clear.
Workers with other browsers (Netscape, Opera) will see a dialog asking for an NT domain\username
and a password (basic authentication). Because passwords are passed in the clear, we do not
recommend using either Netscape or Opera.
Administrators
Helpdesk administrators are workers who have IIS and NTFS access to the AexHD\Admin console
entry point. The Admin console defined in the Admin entry point contains all the administrative
functions that Helpdesk provides. Integrated Windows authentication is enabled for the Admin
console entry point.
See “Administration” on page 95 for details.
Workers
Workers are users who have been added to the Helpdesk database and created as workers by a
Helpdesk administrator using the New worker command. Workers are identified by their NT
domain\username and e-mail address.
The Worker entry point is through the Worker console, which contains all the Helpdesk
functionality needed to manage work items, assets and contacts.
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Chapter 5: Configuration
Console Security
End Users
Helpdesk Solution installs three different entry points and consoles for end users. The winuser entry
point contains two consoles, My Helpdesk and NT User, for users authenticated by the Integrated
Windows Authentication. These consoles map users to a Helpdesk contact record in the Helpdesk
database.
The User console uses an e-mail address and a Helpdesk-only password to allow end users to create
work items and view previously created work items. These users are mapped to Helpdesk contacts
and therefore can participate in e-mail notification and other Helpdesk activities. Anonymous
access and Integrated Windows Authentication are enabled for this entry point. These Helpdesk
passwords are not secure and are not required.
The Guest console collects no special information and displays a simple create work item interface.
Anonymous access and Integrated Windows Authentication are enabled for this entry point.
The purpose of the Work Item Request - Guest Console is to allow non-workers the ability to
create work items that can be reviewed and assigned by workers. Therefore the special worker
"guest" will be the worker that appears in the "Created by" field for all work items created using the
Work Item Request - Guest Console.
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Chapter 5: Configuration
Console Security
Setting Permissions
Once IIS has authenticated the requesting user, then NTFS permissions on the directory holding the
requested default.aspx file is checked to determine if the user has NTFS read permissions for
the file (usually inherited from the directory). If so, the request is allowed to proceed and a response
page will be generated.
The directories and files being discussed are installed in the web directory created under the
installation location. Following is the directory structure.
Altiris recommends creating local NT groups on the server with IIS, adding domain accounts to
those groups, then giving each group appropriate permissions on each of the five entry point
subdirectories.
To set Web Console permissions, do the following.
1
Create a local group for each class of user:
•
Administrator (Admin)
•
End User (User)
•
Worker (Worker)
•
End User (Guest)
•
End User (Anon)
Note These groups can be global groups in the domain or local groups on the Web server
(recommended).
To create local groups, you use the Computer Management tool to create a group called
Administrator (admin) and so on.
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Chapter 5: Configuration
Entry Points
2
Add NT users to the appropriate groups. These can be NT domain users or groups or local users
defined on the Web server.
3
Using Windows File Explorer, locate the physical directory location of the admin, worker, and
other entry points.
Note By default, the setup creates these in the following location:
C:/Program Files/Altiris/eXpress/Notification Server/HelpDesk/
AexHD
4
Right-click an entry point folder (i.e. Admin).
5
Click Properties. This displays the property sheet for the folder.
6
Click the Security tab.
7
Remove unwanted access (i.e. Everyone) and add the appropriate groups (i.e. Admins).
Note The "Read" permission is sufficient.
With permissions set, when a user invokes a URL inside one of these entry points they must be
logged on to NT as a member of the appropriate group or they will be prompted to log in. As
previously mentioned, the guest and user entry points do not require an NT ID.
Note Login credentials are automatically provided by Internet Explorer so IE users will not be
prompted for user information unless they are not a member of the correct group. Other browsers
don't participate with NTLM and will always be prompted.
Entry Points
Helpdesk uses a number of custom elements in entry point web.config files to define the
behavior of the Helpdesk consoles that are supplied through default.aspx pages inside the entry
point.
However there is one exception - Helpdesk administrators may want to control how workers and
users self-enroll into Helpdesk. How to do that is described below.
<configuration>
<appweaver.net>
<consoles>
<console>
<command/>
</console>
</consoles>
</appweaver.net>
<helpdesk.net>
<console.configuration/>
<credential/>
</helpdesk.net>
</configuration>
The <appweaver.net> element and its children define what consoles are available in that entry point
and what commands are available in those consoles.
The <helpdesk.net> element has two children that are described below:
<console.configuration>
This element has two or three attributes:
•
allowDatabaseConfig
Legal values are “yes” or “no”.
The value “yes” means that workers who use this entry point will be able to attempt to configure
the Helpdesk database by running a Helpdesk configuration command defined in the console.
This command will be run whenever Helpdesk determines it is not correctly configured - usually
when the application starts after an installation or upgrade. By default only the Admin entry point
and console has this value set to “yes.” It is dangerous and unhelpful to allow non-admins access
to this command.
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Chapter 5: Configuration
Entry Points
The value “no” means that database configuration is not possible through this console. Helpdesk
will display an error instead of displaying the Helpdesk configuration page.
The value “yes” means that the databaseConfigCmd attribute must be present.
The value “no” means the error display command must be named in the denyCmd attribute.
•
databaseConfigCmd
The value of this attribute must match the value of an id attribute of a <command> element
defined in same web.config file. It should always refer to the ConfigureHelpdesk templated
command. This attribute is only necessary when allowDatabaseConfig is set to “yes.”
•
denyCmd
The value of this attribute must match the value of an id attribute of a <command> element
defined in same web.config file. Typically this command should refer to the Deny module. It is
required when allow DatabaseConfig is set to “no.”
•
sessionTimeout
The value of this attribute must be an integer greater than 0: “20” for example. This attribute is
useful for consoles that do not have a keepalive mechanism to keep their IIS sessions alive: the
user and winuser consoles use this attribute by default. The default session timeout is configured
in the main web.config file and is initially set to 4 minutes.
<credential>
This element defines how workers and users are authenticated by Helpdesk after being authenticated
or not by IIS and NTLM security. There is one required attribute: workerMode, and several other
attributes that may or may not be required depending on the value of workerMode.
The five entry points/web.config files that ship with Helpdesk demonstrate all useful combinations
of attributes.
workerMode=”worker”|”winUser”|”guest”|”user”
•
“worker”
This mode requires users of the consoles defined in this entry point to be enrolled as workers in
Helpdesk. The NT ID provided by the browser is used to identify the worker. Workers typically
have access to the full functionality of Helpdesk except for administrative functions.
Other required attributes: allowSelfEnrollment, selfEnrollmentCmd, denyCmd.
•
“winUser”
This mode requires users of the consoles defined in this entry point to be defined as contacts in
Helpdesk. An NT ID provided by the browser through IIS Integrated Windows Authentication
is required to identify the contact. Consoles defined using this mode usually have only limited
Helpdesk abilities: to create new work items and to review and updates work items previously
created by them. This mode is appropriate for end-users in an intranet environment where
Integrated Window Authentication is available. Workers can use consoles with this credential
also because workers are contacts with valid NT IDs. However, they will not be able to access
full worker functionality.
Other required attributes: allowSelfEnrollment, selfEnrollmentCmd, denyCmd.
•
“guest”
This mode is for completely anonymous access to Helpdesk to create new work items, for
example, at a public walk-up kiosk. No authentication takes place and no contact information is
created about the end-user using the console. Any information collected by commands in a
“guest” mode console is typically inserted into the work item comment field to be interpreted by
a worker.
There are no other required attributes.
•
“user”
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Chapter 5: Configuration
Entry Points
This mode allows the console to execute a login command to collect an email address and
password to identify the end-user as a contact in the Helpdesk database before permitting access
to the console. If a contact can be found and the optional password matches, the user is shown
the console and can perform operations similar to those available in a winUser-mode
console: create new work items with the end-user as the associated contact, review work items
previously created, etc.
To speed up access to Helpdesk, administrators can set the saveUserLoginCookie attribute to
“yes“ to allow Helpdesk to place a cookie on the client browser that serves as a valid “user”
mode credential. Then that user on that machine is not show the login command again after the
first successful login.
“user” mode has five other required attributes: userLoginCmd, saveUserLoginCookie,
allowSelfEnrollment, selfEnrollmentCmd, denyCmd.
allowSelfEnrollment=”yes”|”no”
•
“yes” means that Helpdesk will permit the user to add their contact and/or worker information
to the Helpdesk database and then grant them access to the console. Helpdesk executes the
command named in the selfEnrollmentCmd command.
•
“no” means that users who cannot provide a valid credential: either an email address and
password (“user” mode) or NT ID (“worker” or “winUser” mode) will be denied access to
Helpdesk. Helpdesk will execute the command named in the denyCmd attribute.
Note This is the only attribute that most Helpdesk administrators should ever directly change
in the installed Helpdesk entry points.
By default the Worker console does not allow self-enrollment. Some administrators may want to
edit the worker\web.config file using Notepad or other text editor to change the
allowSelfEnrollment from “ no ” to “ yes ” and save the file. This will cause Helpdesk to restart
and apply the new setting. Administrators should be sure to limit access to the Admin and
Worker consoles using NTLM and NT groups before enabling worker self-enrollment. After
most the workers have been created, administrators should turn self-enrollment off again.
On the other hand, the User console allows self-enrollment by default. This permits end-users to
create their own, possibly erroneous, contact records. Administrators can turn off self-enrollment
by editing the User\web.config file, setting allowSelfEnrollment from “yes” to “no.” Then no
end-users will be granted access to Helpdesk until their contacts are imported from an NS source
or created manually. Note that the default password is the empty string, i.e., no password at all.
Passwords used by Helpdesk here are not and should not be NT or Active Directory passwords.
They are stored as clear text in the database. Workers can view and edit these passwords in the
Worker console.
selfEnrollmentCmd=” ”
The value of this attribute must match the value of an id attribute of a <command> element defined
in same web.config file.
denyCmd=” ”
The value of this attribute must match the value of an id attribute of a <command> element defined
in same web.config file.
userLoginCmd=” ”
The value of this attribute must match the value of an id attribute of a <command> element defined
in same web.config file. This attribute is valid only when workerMode=”user”. See the
User\web.config file for a sample.
saveUserLoginCookie =”yes”|”no”
This attribute is valid only when workerMode=”user.” See the User\web.config file for a sample.
•
“yes” means the e-mail address entered by the worker is stored in a cookie in the user’s
computer. The cookie contains an integer. If the cookie is present then the login command is not
executed and the Helpdesk console is displayed. The same user will not be prompted for login
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Chapter 5: Configuration
Licensing
credentials again until the cookie expires after one year. Users cannot decide whether to accept
the cookie or not.
•
“no” means Helpdesk will not write the user credential cookie. Users will see the login command
every time they start a new Helpdesk session.
Note that Helpdesk requires that cookies be enabled at all times but does not write permanent
cookies except for this one. This is a change from previous versions of Helpdesk, which managed
several cookies.
Licensing
From the time you install this solution, you have 7 days to register the product and obtain an
evaluation license from the Altiris web site.
For information on getting a license and how to purchase a product, see the Altiris eXpress Getting
Started Guide or Altiris eXpress Notification Server User Guide.
Note To see how long you have before the trial license expires, in the eXpress Web Administrator,
click on the Licensing tab, and look at the Expires column. Helpdesk will also display trial license
information in a yellow banner at the top of the each page of output.
Altiris Helpdesk Solution User Guide
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Chapter 6:
User Interface
The User Interface topic list, includes the following:
•
•
•
Altiris eXpress Helpdesk Consoles (page 46)
•
Helpdesk Worker Console (page 47)
•
Default Page Description (page 47)
•
Commands (page 47)
•
Common tasks (page 48)
•
Toolbar Description (page 48)
•
Item Count, Date and Time (page 49)
•
Bulletins (page 49)
•
The Worker Report (page 49)
•
View or Edit Work Items (page 53)
New Work Item (page 50)
•
Toolbar Description (page 48)
•
Work Item Page Description (page 51)
•
Add New Work Item (page 52)
•
View or Edit Work Items (page 53)
•
Additional Work Item Information (page 54)
Attachments (page 55)
•
•
Link Work Items (page 56)
•
•
Link Page Field Description (page 57)
E-mail Messages (page 58)
•
•
Attach Page Field Description (page 56)
E-mail Page Field Description (page 59)
View Contact Properties - New Work Item (page 59)
•
Contact Page Field Description (page 60)
•
Find Contact - New Work Item (page 61)
•
Select Contact - New Work Item (page 62)
•
View Asset Properties - New Work Item (page 63)
•
Asset Page Field Description (page 64)
•
Find Asset - New Work Item (page 64)
•
Select Asset - New Work Item (page 65)
•
Find Work Items (page 66)
•
Find Work Items - Simple Tab (page 66)
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•
Find Work Item Simple Field Description (page 67)
•
Find Work Items - Advanced Tab (page 68)
•
Find Work Item Advanced Field Description (page 69)
•
Search in Comment or Title Field (page 69)
•
Using Queries (page 70)
•
List Query (page 71)
•
List Query Page Field Description (page 71)
•
New Query (page 71)
•
Modify New Query Search (page 72)
•
New Query Page Field Description. (page 73)
•
Query Data Types (page 73)
•
Query Parameter Replacement (page 76)
•
Delete Queries (page 78)
•
Last Query Results (page 79)
•
Retrieve Queued Item (page 80)
•
Contacts (page 80)
•
•
Contacts Home (page 80)
•
View Contacts (page 81)
•
Find Contacts (page 81)
•
Find Contacts Page Field Description (page 82)
•
New Contact (page 82)
•
New Contact Page Field Description (page 83)
Assets (page 84)
•
Assets Home (page 84)
•
View Assets (page 84)
•
Find Assets (page 85)
•
New Asset (page 85)
•
New Asset Page Field Description (page 86)
•
Recents (page 87)
•
My Helpdesk Console (page 88)
•
My Helpdesk - New Work Item (page 89)
•
Sort Work Item List (page 89)
•
Edit My Info (page 90)
•
Logoff (page 91)
•
Work Item Request - NT User (page 91)
•
Work Item Request - User (page 92)
•
Work Item Request - Guest (page 92)
•
Create Custom URL to Access Helpdesk Consoles (page 93)
•
Support for Pocket PC (PPC) (page 94)
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Altiris eXpress Helpdesk Consoles
Altiris eXpress Helpdesk Consoles
This section details the features and functionality of how to use Helpdesk consoles.
Server Access
1
Click Start > Programs > Altiris > Altiris eXpress > Helpdesk Solution > Helpdesk Consoles.
2
Select on of the following options:
Client Access
Helpdesk workers access the Helpdesk console interface by typing the URL in the address box of the
internet browser.
•
Altiris eXpress Helpdesk consoles - http://<server name>/aexhd/
•
Helpdesk Admin console - http://<server name>/aexhd/admin/Default.aspx
•
Helpdesk Worker console - http://<server name>/aexhd/worker/Default.aspx
•
My Helpdesk console - http://<server name>/winuser/Default.aspx
•
Work item request - NT User - http://<server name>/winuser/NTUser.aspx
•
Work item request - User - http://<server name>/winuser/Default.aspx
•
Work item request - Guest - http://<server name>/aexhd/guest/Default.aspx
Replace server name of the URL with the server name provided by the System Administrator. Using
Integrated Windows Authentication requires workers to be logged in to the client computer using
their NT account.
Note You can simplify access to the worker consoles by creating a URL alias shortcut, To create a
URL alias shortcut, see “Create Custom URL to Access Helpdesk Consoles” on page 93.
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Helpdesk Worker Console
Default Page Description
The Helpdesk worker console displays the Work report as the default page. The left-hand menu page
is divided into three sections, Commands, Common tasks and the Item and Count section. The first
two sections consist of links in cells that display additional menus ("fly-out" menus) when the cursor
hovers over them. Cells with a right-pointing arrow will open to display the additional commands.
Clicking on the link instead of hovering will execute the first command in the fly-out.
Each menu link and its fly-out menus (if any) is described below:
Commands
Work Items
Worker report
- Default page for the Helpdesk Worker console.
New work item
- Lets workers create a new work item. See “New Work Item” on page 50.
- Lets workers find work items using simple or advanced searches. See “Find
Work Items” on page 66.
Find work items
- Lets worker execute existing queries and create custom queries. See “Using Queries”
on page 70.
Queries
Last query results
- Displays the results of the last query executed. See “Last Query Results” on
page 79
Retrieve queued item - Lets workers retrieve queued items. See “Retrieve Queued Item” on page 80
Contacts
Contacts home
Find contacts
- Displays a list of contacts. See “Contacts Home” on page 80
- Lets workers find contacts by entering a search criteria. See “Find Contacts” on
page 81
New contact
- Lets workers add a new contact record. See “New Contact” on page 82
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Assets
Asset home
- Displays a list of assets. See “Assets Home” on page 84
Find assets - Lets workers find assets by entering a search criteria. See “Find Assets” on page
New asset
85
- Lets workers add a new asset. See “New Asset” on page 85
Recent
Work items - Displays last work item entered by Helpdesk worker. See “View or Edit Work Items”
on page 53
ContactsAssets
Displays last Contact entered by Helpdesk worker. See “Contacts” on page 80
- Displays last Asset record entered by Helpdesk worker. See “Assets” on page 84
Common tasks
New work item
- Lets a worker add a new work item. See “New Work Item” on page 50.
- Lets a worker find work items using simple or advanced searches. See “Find
Work Items” on page 66.
Find work items
Work item queries
- Displays the query list. See “List Query” on page 71.
Last query results
- Displays the results of the last query. See “Last Query Results” on page 79
Retrieve queued item - Lets a worker retrieve queued items. See “Retrieve Queued Item” on page 80
Toolbar Description
The icons located in the upper right hand corner of the Worker console page represents the following
tasks.
Home
- Returns the worker back to the Worker console page.
Notification Server Console Report
- Link to Notification Server Web Reports
- Converts the screen text into a printable format within the browser. The last
command is displayed without the fly-out menu and banner.
Format for print
Logoff Helpdesk
Help
- Logs the worker off the Helpdesk system.
- Opens online searchable Helpdesk files.
Altiris eXpress logo
Altiris Helpdesk Solution User Guide
- Link to the Altiris web site, www.altiris.com.
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Item Count, Date and Time
The item box, current date and time, open item count and queued item count are displayed on the
lower left hand side of the Worker console page.
Item
- Type the work item number you want to view or edit in the Item box.
View icon
Edit icon
- Click to view the work item, whose number is in the Item box.
- Click to edit the work item, whose number is in the Item box.
Date and time
Open
- Displays the current date and time of the Helpdesk server.
- Click the item count to display a list of open items assigned to you.
Queued [ ]
- Click the item count to display a list of work items in the Your retrieve queue.
Bulletins
The bottom of the Worker report is reserved for bulletins. Bulletins keep workers and users updated
on system maintenance, outages, pending problems or other Helpdesk information
The Worker Report
Worker - Displays
the computer network ID and worker name using system.
Report period - Select the number of days to search back in time to view work items. There is no limit
as how far back a worker can view items. Type the number of days in the box, then click Go.
Priority -
Lists the number of work items with High or ASAP priority and Open status.
Requested - Lists the number of work items with status as “Requested”. Work items submitted by
users from the Work item request - User console automatically receive a “Requested” status.
- Lists the number of work items with the status as Planned. Work items can be scheduled
for a future or planned date. This feature is helpful for administrators that want accurate reporting
on work item activity and status.
Planned
Open
- Lists the number of work items with the status as Open.
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Late
New Work Item
- Lists the number of work items Planned after the start date.
Overdue
- Lists the number of work items not Closed or Resolved after the due date.
Resolved - Lists the number of work items with the status as Resolved. Work items can have a status
of Resolved and still be open. Once verification is received, work items can be finalized with the
Closed status.
Held
- Lists the number of work items with the status as Hold.
Closed
- Lists the number of work items with the status as Closed.
New Work Item
The New work item page lets you create a New work item. Workers can perform a variety of tasks to
the item, such as: link work items together, associate assets and contacts to the work item, attach
uploaded files to the work item, and send e-mail.
To Open a New Work Item
1
Click Work items>New work item listed below Commands. <OR>
2
Click New work item listed below Common tasks.
Toolbar Description
The following diagram describes the toolbar:
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New Work Item
Work Item Page Description
Page Items
Item
Description
Title
Description of the problem or request.
Category
Categories are associated to a worker or queue.
Assigned
Worker or queue for the work item.
Priority
Priority status is low, medium, high and ASAP.
Status
Select a Status from the drop-down list. The default status is
open.
Type
Type of work item.
Schedule
The work item can be a scheduled event.
Start
Type the work item start date or accept the default.
Due
Type the work item due date.
External ID
Type an External ID.
Comment
Type additional details or further explain the work item.
Notify rules
Notifications sent to workers, queues or other contacts to inform
them of work items.
Attach
Attach files to a work item.
Attachments
List of files attached to a work item.
Linked to
List of other work items the current item is linked to.
Link
Click to link an existing work item to the current work item.
Linked by
Name of worker responsible for linking items.
E-mail
Set e-mail notifications for the current work item.
Save
Save work item changes.
Save and new
Save and start another new work item
Cancel
Discard the changes.
Time Spent
(minutes)
The Time spent (minutes) working on the current work item
starting from when the page is displayed. This number can be
changed if other work has been performed not related the time
spent using the Helpdesk work item user interface.
Total Time
Total time spent by all workers on this work item - the sum of all
Time Spent values entered.
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New Work Item
Add New Work Item
1
Type a description for the new work item in the Title box. The title is a required field. All the
other fields are optional, or have default values.
2
Type additional Comments in the box.
3
Select a Category from the drop-down list.
4
Select the Priority status from the drop-down list.
5
Select an Assigned worker or queue to assign the work item to from the drop-down list. The
default option of --(unassigned)-- will automatically assign the work item to the worker or queue
according to the Routing Rules defined.
6
Select the Status of the work item from the drop-down list.
7
Select the Type of work item from the drop-down list.
8
Type an External ID number in the box.
9
Select either Scheduled or Not Scheduled from the drop-down list.
10
Select a Start date for the work item, the default option is the current day. Click the box icon to
the right of the date field to open the current calendar month and select the appropriate date. Click
the box icon again to close the calender window.
11
Select a Due date for the work item, the default option is the current day. Click the box to the
right of the date field to open the current calendar month and select the appropriate date. Click
the box again to close the calender window.
12
Select any Notify rules check boxes that you want associated with this work item. Default rules
will be pre-selected by the administrator. Additionally, the administrator can lock down notify
rules to prevent workers from making any changes. These rules are evaluated and e-mail
generated when the work item is saved.
13
Click View contact properties to view and edit the contact information associated with the work
item. For more information, see “View Contact Properties - New Work Item” on page 59.
14
Click View asset properties to view and edit the asset information associated with the work item.
For more information, see “View Asset Properties - New Work Item” on page 63.
15
Click E-mail to send an e-mail notifications about the current work item to other workers, queues
or select individuals. For more information, see “E-mail Messages” on page 58.
16
Click Link to link the current work item to another work item. For more information, see “Link
Work Items” on page 56.
17
Click Attach to add additional file information to the work item. For more information, see
“Attachments” on page 55.
18
Click Select a contact to associate a contact with the current work item. For more information,
see “Find Contact - New Work Item” on page 61.
19
Click Select an asset to associate an asset with the current work item. For more information, see
“Find Contact - New Work Item” on page 61.
20
Click Save. The work item you created will display in the View work item page.
<OR>
21
Click Save and start a new one. The work item is saved, and the New work item page is displayed
for you to create a new work item.
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New Work Item
View or Edit Work Items
The View work item page allows you to review any work item added to the Helpdesk database. This
page appears when you Save a new work item, or when you select a work item by clicking on the
glasses icon. The work item number, used as reference for problem resolution and tracking
purposes, is displayed in the upper left hand corner of the page. The information you entered when
adding a New work item, in addition to the History of the work item, can be reviewed or edited.
To View or Edit Work Items
1
When you Save a new work item, or you select a work item to view, the View work item page
appears.
2
Click Details to toggle between displaying or hiding the History of work items.
3
Click Edit to update or add work item information.
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Additional Work Item Information
Additional Work Item Information
Workers can attach files, link work items together, and send an e-mail about the work item. Workers
can also associate one Asset and one Contact to the work item and edit their respective data. Each of
these options are available by clicking the appropriate icon on the toolbar of the New work item page.
See also
Attachments (page 55)
Link Work Items (page 56)
E-mail Messages (page 58)
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Attachments
Helpdesk allows you to upload files and attach them to the work item. Workers or queues retrieving
work items can use these files to debug and resolve the problems being reported. There is no
limitation on file types that can be attached to work items; however, IIS limits the size of files that
can be uploaded. Files that are too large will be rejected and an error message will be displayed. If
needed, the IIS Administrator can increase the file size limit.
To Attach a File to a Work Item
1
Click Work items>New work item.
2
Click Attach.
3
Click Browse to navigate to the location of the file to attach. When you select a file to upload, the
file path will appear in the Upload file box.
4
Type a description of the file to attach in the Description box.
Note If you type in the Description box, the text entered will display in the Uploaded files list box.
If you leave the description box empty, the file name you uploaded will display in the Uploaded
files list box.
5
Click Upload to attach the selected file.
6
If the files uploaded are not correct, highlight the file to discard and click Remove, the file will
be deleted from the Uploaded files list box.
7
Click Done to return to the New work item page.
Note If no files are uploaded, deleted, or you clicked this page option in error, click Done to
return to the New work item page. Only files you actually Uploaded or Removed on this page will
affect the work item. Changes are not permanent until the work item itself is saved.
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Attach Page Field Description
Page Items
Item
Description
Upload file
Browse to the location of the file to attach.
Description
Type a description for the file attachment.
Upload
Click Upload to attach file to new work item.
Remove
Click Remove to delete the file attachment from the Upload files
list.
Uploaded files
Displays files attached to the new work item.
OK
Click OK to continue with work item.
Time Spent
(minutes)
The time spent working on this work item. This number can be
changed if there has been work performed while not in the
console.
Done
Click to save the changes.
Link Work Items
A work item can link to one other work item, and multiple work items can link to the same work
item. If a work item was previously linked, it will be overwritten by the last selected link item.
To clarify this feature in more detail, be sure to read the scenario below.
Scenario
•
Worker Kathi creates work item #2 reporting a need to move a PC. Work item #4 is referring to
moving the same PC. Kathi links work item #2 to work item #4.
•
Worker Jared creates work item #5 reporting computer equipment needs moving in the same
office as work item #4. Jared links work item #5 to work item #4.
•
Worker Scott creates work item #6 reporting a printer needs moving from one office to
another, the same office move as stated in work item #4. Scott links work item #6 to work item
#4.
•
Worker Kathi reopens work item #2 to edit the record. Work item #3 is another PC move for
the same office as stated in work item #2. Kathi links work item #2 to work item #3.
•
The current work item open is linked to the most recently selected work item once the worker
clicks the OK button.
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Additional Work Item Information
To Link a Work Item
1
Click Work items> New work item.
2
Click Link.
3
Click one of the following link item options:
•
Keep current - Default, Not currently linked.
•
Link recent item
•
Find item
•
- Select a Work item from the drop-down list.
- Type the title of the work item in the box, click Find.
Select a work item from the drop-down list.
•
Item number
•
Remove current item
4
Click OK, the most recent work item selected will be linked.
- Type the record number of the work item in the box.
- Unlink a work item.
Link Page Field Description
Page Items
Item
Description
Keep current
Default option, the current work item is not linked.
Link-recent item
Select a work item from the most recent drop-down list.
Find item
Search for work items, requires search criteria.
Item number
Type number of work item to link to.
Remove current
item
Removes an attached work item.
OK
Click OK to continue with work item.
Time spent
(minutes)
The Time spent (minutes) working on the current work item.
This number can be changed if other work has been performed
not related to the work item yet the work item is currently open
on the screen.
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E-mail Messages
E-mail messages can be sent to any worker, queue, or contact who has a valid e-mail address, as well
as to ant SMTP format e-mail addresses. These e-mails are delivered to the recipients specified as a
part of the work item save process and can be requests from the worker updating the work item for
additional information or to answer a question. E-mails are also sent when work items change using
the Notify rules feature. See “Notify Rules” on page 112.
To Send E-Mail Messages
1
Click Work items> New work item.
2
Click E-mail.
3
Select the check box to send e-mail notification to the Current contact.
4
Select the check box for each additional worker, use the scroll-bar to view options.
5
Type a SMTP format e-mail address for each additional mail recipient in the box.
6
Select an E-mail template from the drop-down list.
7
Type a message in the text box.
8
Click Done to return to the New work item page.
9
Click Clear to discard changes.
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E-mail Page Field Description
Page Items
Item
Description
Current contact
Select check box to e-mail current contact.
These workers
Select check box for all applicable workers.
These addresses
SMTP e-mail address of recipients, separated by semicolons:
[email protected];[email protected]
E-mail templates
Format of the body of the e-mail message. The Message field
will be inserted into the body of the email as determined by the
template chosen
Message
Main content of the e-mail notification. This is not the same as
the work item comment.
Done
Save changes.
Clear
Clears the users selections from the page.
View Contact Properties - New Work Item
The View contact properties page displays is used to view and edit information about the contact
associated with the current work item. The Items list at the bottom of the page, shows all work items
that are associated with the same contact. You can update contact information or select a different
contact from this page.
To View Contact Properties
1
Click Work items> New work item.
2
Click View contact properties.
3
If the information on the page needs updating; or, you want to select a different contact, click
Select to find a contact from the Helpdesk’s database. When you select a contact, the information
will populate this page.
4
Update the form on the page as needed, and then click Save.
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Contact Page Field Description
Page Items
Item
Description
Name
Type the Name of the new contact.
NT ID
Type the NT ID of the new contact.
E-mail
Type the E-mail address of the new contact.
Pager e-mail
Type the Pager e-mail address of the new contact.
Phone
Type the Phone Number of the new contact.
Cell phone
Type the Cell Phone number of the new contact.
Pager
Type the Pager number of the new contact.
Location
Type the Location where the new contact resides.
Company
Type the Company name of the new contact.
Department
Type the Department name of the new contact.
Organization
Select Organization from the drop-down list.
Title
Type the Title of the contact’s position.
Employee ID
Type the Employee’s ID.
Password
The contact's Helpdesk password. This should NOT be set to the
contact's NT password.
VIP
Check the box to indicate VIP status.
Comment
Any additional free-form information about the contact. This is
a general purpose property of a contact but can be used to
specify a question or answer pair known only by the contact in
the even that they have forgotten their password.
Save
Click to Save the changes. Changes to the contact are saved even
if you cancel the work item later.
Cancel
Click to cancel any edits made on the page. The work item itself
is not cancelled.
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Find Contact - New Work Item
The Find feature on the New work item page, allows users to enter a partial name or phone number
(this is configured by Professional Services) into the Find text box, and then click Find. The text
pattern can be any valid expression supported by Transact SQL LIKE, such as %, _, [], [^]. For
example, to search for all contacts named John, you could specify the pattern “John%”. The search
pattern will only be used to find active contacts.
As an added convenience, the Find option will prefix and suffix the pattern entered in the text box,
with “%” if a % symbol is not detected in the pattern. This will result in a slower search performance
as a table scan is performed. If a search pattern is not specified when Find is clicked, the user will be
presented with a validation message.
If one or more contacts match the specified pattern, then the contact drop-down list will be
populated. Additionally, a results count option will be added and automatically selected to indicate
the number of matches.
The data presented in the drop-down list will be a combination of the contact’s name and phone
number. If a phone number is not specified for the contact, the text message [phone unspecified] will
be displayed next to the contact’s name.
The contact selected from the drop-down list, will be the contact that is associated with the work
item when it is saved. If “--[none]--”, or the result count option ( --[select (2 found)]--) is selected,
then no contact will be associated with the item. If a contact and asset are specified when an item is
saved, then a contact-asset association will automatically be made. This association will be used for
the auto-association feature.
Auto-Associating an Item’s Asset Using the Contact
When a contact is selected, the system will determine if there are any assets associated with the
contact. This is done only if an asset has not been selected from the Asset drop-down list. The asset
drop-down list will be populated with any assets associated with the contact, and the first contact is
arbitrarily selected. Auto-association is attempted if a contact is selected from the Contact dropdown list from the New work item page, or in any operation that results in a contact being selected
from the Select a contact page (New contact, Recent contact and Find contact).
To Find a Contact
1
Enter a partial name or phone number into the Find text box, and then click Find.
2
When the search results appear, click the Contact drop-down arrow and select a contact.
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Select Contact - New Work Item
The Select a contact page allows workers to associate the current work item with a specific contact.
Workers can select from one of six options. The find option will only display those contacts already
in the Helpdesk system.
To Select a Contact
1
Click Work items> New work item.
2
Click Select a Contact.
3
Click one of the following options:
•
Keep current contact
•
Remove current contact
•
•
New contact
Contact associated with current asset.
The drop-down list displays the contacts who have been associated with the currently selected
asset.
•
Recent contact.
•
Find contact
4
•
Type search criteria in any of the text boxes, click Find at the bottom of the page.
•
From the drop-down list below Find, select a contact from the list of results.
Click Properties, to go to the Contact page. You can Edit the selected contact’s information, or
you can add a New contact altogether.
Note The Properties button controls whether or not the next page will be the New work item page
or the Contact properties page. The only exception is when the New contact option is selected, in
which case, both OK and Properties will take the user to the Contact properties page.
5
Click OK, the selected contact will be associated with the work item.
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View Asset Properties - New Work Item
The View asset properties page displays an Asset form used to view and edit information about the
asset associated to the current work item. The Items list at the bottom of the page shows all work
items currently associated with the same asset.
To View Asset Properties
1
Click Work items> New work item.
2
Click View asset properties.
3
If the information on the page needs updating; or, you want to select a different asset, click Select
to find an asset from the Helpdesk’s database. When you select an asset, the information will
populate this page.
4
Update the form on the page as needed, and then click Save.
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Asset Page Field Description
Page Items
Item
Description
Name
Type a short description of the asset.
Type
Select a category Type from the drop-down list.
External ID
Type an External ID.
An External ID is appropriate for organizations managing
external customers who need to identify the external customer
with a unique ID.
Location
Type the physical Location of the asset.
Manufacturer
Type the Manufacturer of the asset.
Model
Type the Model type of the asset.
Serial #
Type the Serial # of the asset
Asset Tag
Type the number of the asset tag.
IP Address
Type the IP address of the asset.
Organization
Select Organization from the drop-down list.
Status
Select Status from the drop-down list.
Comment
Any additional free-form information about the asset.
Items
List of Work items associated with the asset.
Save
Click to Save the changes.
Cancel
Click to abort function.
Find Asset - New Work Item
The Find feature on the New work item page, allows users to enter a partial name or location (this is
configured by Professional Services) into the Find text box, and then click Find. The text pattern
entered, can be any valid expression supported by Transact SQL LIKE, such as %, _, [], [^]. For
example, to search for all contacts named John, you could specify the pattern “John%”. The search
pattern will only be used to find active assets.
As an added convenience, the Find option will prefix and suffix the pattern entered in the text box,
with “%” if a % symbol is not detected in the pattern. This will result in a slower search performance
as a table scan is performed. If a search pattern is not specified when Find is clicked, the user will be
presented with a validation message.
If one or more contacts match the specified pattern, then the contact drop-down list will be
populated. Additionally, a results count option will be added and automatically selected to indicate
the number of matches.
The data presented in the drop-down list will be a combination of the asset’s name and location. If a
location is not specified for the asset, the text message [location unspecified] will be displayed next
to the asset’s name.
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Additional Work Item Information
The asset selected from the drop-down list, will be the asset that is associated with the work item
when it is saved. If “--[none]--”, or the result count option ( --[select (2 found)]--) is selected, then
no asset will be associated with the item.
When an asset is selected, the resource explorer and remote control image icons, may or may not be
visible and enabled. The remote control icon will be visible if the selected asset is a computer and
when the Altiris Carbon Copy Solution is installed. The resource explore icons will be enabled if the
selected asset was imported from a NS source.
If a contact and asset are specified when an item is saved, then a contact-asset association will
automatically be made. This association will be used for the auto-association feature.
Auto-Associating an Item’s Contact Using the Asset
When an asset is selected, the system will determine if there are any contacts associated with the
asset. This is done only if a contact has not been selected from the Contact drop-down list. The
Contact drop-down list will be populated with any contacts associated with the asset, and the first
asset arbitrarily selected. Auto-association is attempted if an asset is selected from the Asset dropdown list from the New work item page, or in any operation that results in an asset being selected from
the Select an asset page (New asset, Recent asset and Find asset).
Note Auto-association only occurs when creating an item, it does not occur when a work item is
being edited.
To Find an Asset
1
Enter a partial name or location into the Find text box, and then click Find.
2
When the search results appear, click the Asset drop-down arrow and select an asset.
Select Asset - New Work Item
To Select an Asset
1
Click Work items> New work item.
2
Click Select an Asset on the toolbar.
3
Click one of the following options:
•
Keep current contact.
•
Remove current contact.
•
New asset.
•
Asset associated with current contact.
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Find Work Items
The drop-down list displays the assets which have been associated with the currently selected
contact.
•
Recent asset.
•
Find asset
4
•
Type search criteria in any of the text boxes, click Find at the bottom of the page.
•
From the drop-down list below Find, select an asset from the list of results.
Click Properties, to go to the Asset page. You can Edit the selected asset’s information, or you
can add a New asset altogether.
Note The Properties button controls whether or not the next page will be the New work item page
or the Asset properties page. The only exception is when the New asset option is selected, in
which case, both OK and Properties will take the user to the Asset properties page.
5
Click OK, the selected asset will be associated with the work item.
Find Work Items
Find Work Items - Simple Tab
The Find work items page lets you find works item by using specific search criteria. Helpdesk
Solution offers a simple and advanced search.
Workers can find work items through searches and queries. If you know the work item number you
can enter the item number in the either the View item or Edit item fields located below Common tasks,
click Enter or click the green arrow next to the box.
It is possible to work on several work items at once in multiple browsers without the consoles
interfering with one another. The last console that has any activity will "win" with respect to saving
the user's preferences and state (for example: the list of last items worked on). Each time a console
is opened, it will inherit the state of the last console that had any activity.
1
Click Work items>Find work items listed below Commands. <OR>
2
Click Find work items listed below Common Tasks.
3
Type the search criteria in one or more of the boxes, then click Find.
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Find Work Items
4
The Items list at the bottom of the page shows all work items the found based on the search
criteria you selected. Click View or Edit next to the work item you want to view or edit.
5
The Save query link at the bottom of the page, allows you to save the search criteria of the query
that produced the results on the page. The Save query link will be disabled while you enter a
search criteria, but will enable when Find is clicked.
When you click Save query, the New query command will be invoked with context. The query
expression will be displayed in the Expression text box.
6
Click Reset to clear the search fields and start another search.
Note The Items list in the diagram above is sorted by number(#) in descending order. For details see
“Sort Work Item List” on page 89
Find Work Item Simple Field Description
Page Items
Item
Description
Title
Type the Title of the work item.
Match all words
Select the Title match criteria from the drop-down list.
Comment
Type Comment word selection.
Match all words
Select the Comment match criteria from the drop-down list.
Category
Select Category from the drop-down list.
Scope
Select option from the drop-down list.
Pattern
Type string Pattern for search.
Assigned
Select Assigned worker group from the drop-down list.
External ID
Type an External ID.
An External ID is appropriate for organizations managing
external customers who need to identify the external customer
with a unique ID.
Priority
Select the Priority from the drop-down list.
Status
Select Status from the drop-down list.
Type
Select Type from the drop-down list.
Find
Click to begin search for work item.
Reset
Click to clear the form.
Cancel
Click to abort function.
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Find Work Items
Find Work Items - Advanced Tab
1
Click Work items>Find work items listed below Commands. <OR>
2
Click Find work items listed below Common Tasks.
3
Click the Advanced Tab.
4
Type the search criteria in one or more of the boxes, then click Find.
5
The Items list at the bottom of the page shows all work items the found based on the search
criteria you selected. Click View or Edit next to the work item you want to view or edit.
6
The Save query link at the bottom of the page, allows you to save the search criteria of the query
that produced the results on the page. The Save query link will be disabled while you enter a
search criteria, but will enable when Find is clicked.
When you click Save query, the New query command will be invoked with context. The query
expression will be displayed in the Expression text box.
7
Click Reset to clear the search fields and start another search.
Note The Items list in the diagram above is sorted by Priority in ascending order. For details see “Sort
Work Item List” on page 89
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Search in Comment or Title Field
Find Work Item Advanced Field Description
In addition to the Simple search field options, the Advanced search offers the following additional
search fields.
Page Items
Item
Description
Contact Name
Type the Name of the new contact.
Contact E-mail
Type the E-mail address of the new contact.
Asset
Type a description of the asset.
Asset type
Select the Asset type from the drop-down list.
Modified by
Type a worker name who modified the asset.
Created by
Type a worker name who created the asset
Modified by date
range
Type the date range to search, then select either the before or after
option.
Created by date
range
Type the date range to search, then select either the before or after
option.
Start by date range Type the date range to search, then select either the before or after
option.
Due by date range
Type the date range to search, then select either the before or after
option.
Find
Click to begin search.
Reset
Click to clear form.
Search in Comment or Title Field
You can search within the comment field of a work item. Unlike searching in other fields, which
search only the current state of the work item, searching in comments- works against the current state
of the work item as well as historical work item data. This is very beneficial as workers search work
items for helpful solutions to similar problems.
Full-text searching using FREETEXT and CONTAINS (Transact SQL) syntax is supported, but
may require configuration. Full-text searching provides very powerful searching within the
comment field.
If MS SQL 7 or 2000 has not been configured for full-text searching, searches can still be done using
Transact SQL wildcard character searches (see “Wildcard Searches” below). These searches are
more limited than full-text and can be less efficient than full-text searching, especially as your
database grows larger.
Full-text (FREETEXT and CONTAINS) Searches
Note Full-text searching is only supported with MS SQL 7/2000, not MSDE.
During initial configuration, full-text search configuration is attempted. In order to do this, the FullText Search service, MSSearch, must be installed using an advanced options available during the
MS SQL installation. Additionally, this service can be activated post install. If successful, a full-text
index is created on the comment column of the workitem table, and a new catalog,
HD_workitem_comment, is created to store the full-text index.
When full-text searches have been correctly configured, a message is displayed beneath the
comment field that indicates that FREETEXT and CONTAINS syntax may be used. Additionally,
the message contains the date and time that the index in the catalog HD_workitem_comment was
last updated. Comment data modified after this date will not be found using a full-text search until
the catalog has been updated (repopulated). If full-text search has not been correctly configured, a
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warning message, with a yellow background is displayed beneath the comment field that indicates
that full-text search is not enabled. When full-text search is not enabled, FREETEXT and
CONTAINS syntax may not be used.
Manual Configuration
If the Full-Text Search service, MSSearch, is not installed, full-text searches cannot be configured
and full-text searches will need to be configured manually. MSDN has a good article on
implementing full-text searches at http://msdn.microsoft.com/library/periodic/period01/
ntp0111.htm. This article includes information on installing the MSSearch service, creating a fulltext index and catalog, populating the full-text catalog, and scheduling catalog updates.
Syntax
When full-text search service is enabled, it recognizes whether the search being performed is a
FREETEXT or CONTAINS search.
IMPORTANT Do not include the FREETEXT or CONTAINS predicate in the search field, this will
be done for you.
FREETEXT is less precise than CONTAINS and matches values on meaning, not the exact word.
The following MSDN article discusses FREETEXT in detail: http://msdn.microsoft.com/library/
psdk/sql/ts_fa-fz_2juc.htm.
CONTAINS is more precise then FREETEXT and recognizes special syntax such as and, or, and
not, FORMSOF, NEAR, etc. The following MSDN article discusses CONTAINS in detail: http://
msdn.microsoft.com/library/psdk/sql/ts_ca-co_2y2h.htm.
If full-text searching is enabled, the user can override FREETEXT or CONTAINS searches by
checking Disable full-text searching in the Find feature. This lets the user perform wildcard searches
as discussed in “Wildcard Searches” below.
Wildcard Searches
Wildcard searches are not nearly as powerful as FREETEXT and CONTAIN searches. If full-text
searches have been configured, the user is limited to this type of search. Any valid Transact SQL
wildcard character can be used (e.g. %, _, [] [^]). The following MSDN article discusses wildcard
searches: http://msdn.microsoft.com/library/default.asp?URL=/library/psdk/sql/
ts_tsqlcon_6lyk.htm
IMPORTANT Do not include the LIKE predicate in the search field, this will be done for you.
Using Queries
The Queries option lets workers access work item data by running a query, creating a new query or
deleting an existing query they previously created.
Queries provide workers a flexible way to access work item data. A number of useful queries are
included as shared queries, or queries common to all workers.
The query system includes a parameter replacement system so that input can be solicited whenever
the query is run. Note that the query system only works against the most recent version of all work
items; however, any valid Tansact-SQL WHERE clause (minus the word “WHERE”) can be entered
as the expression to be evaluated.
See Also
List Query (page 71)
New Query (page 71)
Modify New Query Search (page 72)
Query Data Types (page 73)
Query Parameter Replacement (page 76)
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Delete Queries (page 78)
Last Query Results (page 79)
List Query
The List query page displays a list of pre-defined queries to help you manage your work items. You
can select a query to modify or create a new query based on a query already listed.
To List Queries
1
Click Work items > Queries > List queries.
2
Click Run or View next to the query you want to run or view.
3
Click New to add a new query
4
Click Edit to modify a query you created.
5
Click Delete to remove a query you created from the Helpdesk system.
List Query Page Field Description
Page Items
Item
Description
All open items
List of all open items.
All priority items
List of all priority items.
Items by worker
List of items assigned to a specific worker.
Open Level 1 items List of all Open Level 1 items.
Open Level 2 items List of all Open Level 2 items.
My open items
List of open items specific to the worker requesting the query
search.
My overdue items
List of overdue items specific to the worker requesting the query
search.
My planned items
List of planned items specific to the worker requesting the query
search.
My priority items
List of priority items specific to the worker requesting the query
search.
New Query
The New query page allows you to select a pre-defined query from the drop-down list and edit the
query string to produce the results you want.
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The query editor will now allow the worker to build an expression based upon the Last query. The
option “--[last query]--” is one of the options in the Based on drop-down list, which allows the
worker to “get” the query expression from the last query performed. If a last query has not been
established for the current session, then an appropriate message will be displayed.
To Create a New Query
1
Click Work items > Queries > New query.
2
Select a query option from the Based on drop-down list, then click Get Expression. The Name
field will populate the associated name of the query.
3
Click Run. The results will display in the Items list at the bottom of the page.
4
If you would like to save this query, you must give the query a name in the Name box.
5
Click Save.
6
Workers may view the Last query results run by selecting the option Work items>Last query results
listed below Commands or Last query results listed below Common tasks.
If the worker saved the query to a new name, the query will appear in the Based on: drop-down
list as well as in the List query page once the browser is refreshed.
Modify New Query Search
Helpdesk Solution has a parameter replacement system so that input can be solicited whenever the
query is run.
Note that the query system only works against the most recent version of all work items - workers
cannot query against work item history directly unless they type in valid Transact-SQL sub-select
statements that query against the workitem_detail_view view.
To Modify a Query Search
1
Click Work items > Queries > New query.
2
Usually, it is easiest to modify the codes of an existing query. Select an existing query from the
Based on drop-down list.
3
Click Get Expression.
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4
Modify the parameters of the query.
5
Click Run.
6
If you would like to save this query, you must give the query a name in the Name box.
7
Click Save.
8
Once the browser page is refreshed, the new query will appear in the Based on drop-down list as
well as in the List query page.
New Query Page Field Description.
Page Items
Item
Description
Name
Type a Name for the new query search.
Based on:
Select a default query from the drop-down list.
Get Expression
Click the Get Expression to display the query parameters in the
Expression box.
Expression
Modify the text of the query parameters.
Run
Click to perform the search.
Save
Click to save the New query search criteria.
Cancel
Click to abort function.
Items:
Displays the query search results.
Query Data Types
When creating queries the worker must be aware of the data types of the fields that are used in the
query so that single quotes can be added or omitted appropriately. There are three basic data types
for these fields: unit, string, and datetime. If the data type of the field is string or datetime the
argument must be quoted.
String Examples
workitem_external_reference like ‘SMS%’ (wild card character for partial string matching)
assigned_to_worker_name = 'mdavis'
Datetime Examples
workitem_modified_on > '12/11/00 10:10:00 AM'
workitem_modified_on > '12/11/00 10:05:00' (interpreted as 24 hour clock)
workitem_modified_on > '12/08/00 15:00:00'(interpreted as 24 hour clock)
workitem_modified_on > '12/11/00' (interpreted as midnight between 10th and 11th)
workitem_modified_on > 'Dec 09, 2000 10:00:00 AM'
workitem_modified_on > '20001209'
Uint Examples
workitem_number > 150
workitem_minutes_spent > 3
workitem_status_lookup_id = 100
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The table below lists the field names that can be queried against, their type, and additional
information where appropriate.
Field Name
Type
workitem_link_parent_number
uint
workitem_number
uint
workitem_is_last
string
1, 0
workitem_has_attachments
string
1, 0
workitem_version
uint
workitem_external_reference
string
workitem_priority_lookup_id
uint
workitem_status_lookup_id
uint
workitem_category_lookup_id
uint
workitem_type_lookup_id
uint
workitem_link_type_lookup_id
uint
workitem_assigned_to_worker_id
uint
workitem_created_on
datetime
workitem_created_by_worker_id
uint
workitem_start_on
datetime
(only date part is in db; e.g. 11/10/
00)
workitem_due_on
datetime
(only date part is in db; e.g. 11/10/
00)
workitem_modified_on
datetime
workitem_modified_by_worker_id
uint
workitem_minutes_spent
uint
workitem_action
string
workitem_title
string
workitem_managed_object_id
uint
workitem_contact_id
uint
workitem_tag_collection_id
uint
workitem_is_scheduled
string
assigned_to_worker_name
string
assigned_to_worker_status
string
assigned_to_worker_email
string
assigned_to_worker_phone
string
assigned_to_worker_cell_phone
string
assigned_to_worker_pager
string
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Acceptable values (and
comments)
Create, Open, Assign, Attach,
Link, Edit, Associate contact,
Associate object, Resolve (values
that are provided, however this
field is customizable)
1, 0
a, i, v (a=active, i=inactive,
v=virtual; inactive workers can
be inactive virtual workgroups or
inactive real workers)
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Field Name
Type
assigned_to_worker_location
string
created_by_worker_name
string
created_by_worker_status
string
created_by_worker_email
string
created_by_worker_phone
string
created_by_worker_cell_phone
string
created_by_worker_pager
string
created_by_worker_location
string
modified_by_worker_name
string
modified_by_worker_status
string
modified_by_worker_email
string
modified_by_worker_phone
string
modified_by_worker_cell_phone
string
modified_by_worker_pager
string
modified_by_worker_location
string
workitem_priority_lookup_value
string
workitem_priority_lookup_ordinal
uint
workitem_status_lookup_value
string
workitem_status_lookup_ordinal
uint
workitem_category_lookup_value
string
workitem_category_lookup_ordinal
uint
workitem_type_lookup_value
string
workitem_type_lookup_ordinal
uint
workitem_link_type_lookup_value
string
workitem_link_type_lookup_ordinal
uint
contact_name
string
contact_email
string
contact_phone
string
contact_organization_name
string
managed_object_name
string
managed_object_type_lookup_id
uint
managed_object_type_lookup_value
string
Acceptable values (and
comments)
a, i, v (a=active, i=inactive,
v=virtual; inactive workers can
be inactive virtual workgroups or
inactive real workers)
a, i, v (a=active, i=inactive,
v=virtual; inactive workers can
be inactive virtual workgroups or
inactive real workers)
managed_object_type_lookup_ordinal uint
workitem_comment
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Query Parameter Replacement
There are a number of special parameters that the query system recognizes. When a query is run the
parameters are resolved and the results are returned. With the exception of $current_worker_id$, all
queries containing parameters will present an intermediate page where the worker can provide input.
$current_worker_id$
The parameter $current_worker_id$ will automatically be resolved to the ID of the credential
worker. The resolved parameter will not be quoted.
Example [My open items]:
workitem_assigned_to_worker_id = $current_worker_id$ and workitem_status_lookup_id = 300
example - work items that the current worker created:
workitem_created_by_worker_id = $current_worker_id$
$prompt_number(“<prompt>”)$
The parameter $prompt_number(“<Prompt>”)$ will produce an edit control labeled with <prompt>
on an intermediate page where the worker can provide numeric data. The resolved parameter will
not be quoted.
Example $prompt_number(“<prompt>”)$:
workitem_number >= $prompt_number("Enter work item number lower boundary")$
$prompt_string(“<prompt>”)$
The parameter $prompt_string(“<Prompt>”)$ will produce an edit control labeled with <prompt>
on an intermediate page where the worker can provide string data. The resolved parameter will be
quoted.
Example $prompt_string(“<prompt>”)$:
assigned_to_worker_name >= $prompt_string("Enter a worker name")$
$prompt_lookup(“<prompt>”, “<lookup query name>”)$
The parameter $prompt_lookup(“<prompt>”, “<lookup query name>”)$ will produce a drop-down
on an intermediate page where the worker can select a value from the drop-down. The resolved
parameter will be the ID of the selected value and will not be quoted. The second parameter must be
the name of an existing lookup query. Lookups are customizable. As long as a query is created for
the lookup, and the lookup table follows the format of existing lookup tables the lookup prompt
parameter will produce a drop-down.
Example $prompt_lookup(“<prompt>”, “<lookup query name>”)$:
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workitem_status_lookup_id=$prompt_lookup("Select work item status:", "StatusList")$
The following lookup queries are available:
•
PriorityList
•
StatusList
•
TypeList
$prompt_datetime(“<prompt>”)$
The parameter $prompt_datetime(“<Prompt>”)$ will produce a datetime control labeled with
<prompt> on an intermediate page where the worker can provide datetime data. The control will be
initialized with the current date and time. The resolved parameter will be quoted.
Example: $prompt_datetime(“<prompt>”)$:
workitem_modified_on > $prompt_datetime("Work items modified after:")$
$prompt_date(“<prompt>”)$
The parameter $prompt_date(“<Prompt>”)$ will produce a datetime control labeled with <prompt>
on an intermediate page where the worker can provide date data. The control will be initialized with
the current date. This parameter is particularly useful when querying against workitem_start_on and
workitem_due_on fields because only the date portion of those fields are stored in the db. The
resolved parameter will be quoted.
Example $prompt_date(“<prompt>”)$:
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workitem_start_on >= $prompt_date("Work items that will start on or after:")$
Delete Queries
The Delete query page allows workers to delete queries they have added or modified to the system.
They cannot delete the default (shared) queries that come with Helpdesk Solution.
1
Click Work items>Queries>Delete queries.
2
Select the check box next to the query Name you want to delete.
3
Click Next to continue.
4
The queries you selected will appear.
A prompt will display the following message:
Are you sure you want to delete the following items?
5
Click Back to change the selected queries to delete.
6
Click Finish to delete selected queries.
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Last Query Results
This option will display the results from the last query run by the worker currently logged into the
Helpdesk Worker console.
1
Click the Work items>Last query results listed below Commands. <OR>
2
Click Last query results listed below Common tasks.
3
Click Refresh to re-run the query, the Items list will update the results.
4
The Save query link at the bottom of the page, allows you to save the last query. The Save query
link will be disabled unless a Last query has been established in the current session.
When you click Save query, the New query command will be invoked with context. The last query
expression will be displayed in the Expression text box.
5
Click View or Edit next to the work item to view or edit the record.
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Contacts
Retrieve Queued Item
The Retrieve function allows workers to retrieve the next available work item in a specified queue.
Workers retrieve from their assigned queue or are prompted to select a queue as shown below. Work
items in the queue display by order of their create date and time, displaying oldest to most recent.
Administrators determine which queue a worker can retrieve from through the Helpdesk Admin
console. For more details see “List Workers” on page 135.
1
Click Work items>Retrieve queued item listed below Commands <OR>
2
Click Retrieve queued item listed below Common Tasks.
3
Click View next to the queue item name to display the next available work item.
Contacts
Contacts Home
The Contacts home page displays a list of the contact records last accessed by the worker. Workers
can also link to the Find contacts, New contacts and Delete contacts pages.
1
Click Contacts > Contacts home.
2
Select one of the following options:
•
•
•
Find one or more contacts
Create a contact
Delete contacts
Note A list of most Recent contacts will display on the Contacts home page.
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Contacts
View Contacts
To View a Contact
1
Click Edit to modify the contact information.
2
Click View or Edit next to the item from the Assets or Items list, if any, to view or edit assets or
items information.
Find Contacts
The Find contacts page lets you find an existing contact already entered into the Helpdesk database.
To Find a Contact
1
Click Contacts > Find contacts.
1
Type the search criteria in the form on the page.
2
Click Find.
The results from the Find are displayed in the Contacts list at the bottom of the page.
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Find Contacts Page Field Description
Page Items
Item
Description
Name
Type the Name of the new contact.
NT ID
Type the NT ID of the new contact.
E-mail
Type the E-mail address of the new contact.
Phone
Type the Phone Number of the new contact.
Company
Type the Company name of the new contact.
Department
Type the Department name of the new contact.
Organization
Type the Organization the new contact is associated with.
Title
Type the job Title of the new contact.
Employee ID.
Type the Employee ID of the new contact.
Status
Select the check box to indicate Active or Inactive.
VIP
Select the check box to indicate VIP status.
Find
Click Find to perform search.
New
Click to add New contact information.
Delete
Click to Find a contact to delete from the database.
New Contact
Contacts are the users who request help from Helpdesk workers. Although contacts can be added to
the system from this page and when work items are created, it is more efficient to import contact data
from Notification Server sources. Helpdesk workers are also contacts.
To Add a Contact
1
Click Contacts>New contact.
2
Type the contact information in the form on the page.
3
Click OK to save.
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Contacts
New Contact Page Field Description
Page Items
Item
Description
Name
Type the Name of the new contact.
NT ID
Type the NT ID of the new contact.
E-mail
Type the E-mail address of the new contact.
Pager e-mail
Type the Pager e-mail address of the new contact.
Phone
Type the Phone Number of the new contact.
Cell Phone
Type the Cell Phone number of the new contact.
Pager
Type the Pager number of the new contact.
Location
Type the Location where the new contact resides.
Company
Type the Company name of the new contact.
Department
Type the Department name of the new contact.
Organization
Type the Organization the new contact is associated with.
Title
Type the job Title of the new contact.
Employee ID.
Type the Employee ID of the new contact.
VIP
Select the check box to indicate VIP status.
Active
Select the check box to indicate Active status.
Password
This password will be used to authenticate contacts trying to
access Helpdesk via the User console (or any entry point with
the credential workerMode="user"). This is not the contact's NT
password. This password is stored in clear text in the database.
Other workers can view and edit these passwords
Comments
This is a general purpose property of a contact, but can be used
to specify a question/answer pair known only by the contact in
the event that they have forgotten their password.
OK
Click to save changes.
Cancel
Click to abort function
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Assets
Assets
Assets Home
The Assets home page displays a list of the assets recently viewed or edited by the current worker.
Workers can also link to the Find assets, New assets and Delete assets pages.
To Use the Assets Home Page
1
Click Assets>Assets home.
2
Select one of the following options:
•
•
•
Find one or more assets
Create a asset
Delete assets
Note A list of most Recent assets will display on the Assets home page.
View Assets
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Assets
To View Assets
1
Click Edit to modify the asset information.
2
Click View or Edit next to the item from the Contacts or Items list, if any, to view or edit contacts
or items information.
Find Assets
The Find Assets page lets you find assets within the Helpdesk database system.
To Find an Asset
1
Click Assets > Find assets.
1
Type the search criteria in the form on the page.
2
Click Find.
Note The results from the Find are displayed in the Assets list at the bottom of the page.
New Asset
This feature allows workers to add New assets to the Helpdesk systems database. Assets are any type
of item you want to track within an organization, such as: PCs, monitors, printers, software products
and more.
To Add a New Asset
1
Click Assets > New asset.
2
Type the asset information in the form on the page.
3
Click OK to save.
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Assets
New Asset Page Field Description
Page Items
Item
Description
Name
Type a short description of the asset.
Type
Select a Category from the drop-down list.
External ID
Type an External ID.
An External ID is appropriate for organizations managing
external customers who need to identify the external customer
with a unique ID.
Location
Type the physical Location of the asset.
Manufacturer
Type the Manufacturer of the asset.
Model
Type the Model type of the asset.
Serial #
Type the Serial # of the asset.
Asset tag
Type the number of the asset tag.
IP address
Type the IP address of the asset.
OS
Type the operating system the asset is currently using.
Organization
Select Organization from the drop-down list or enter a new one
in the box.
Comment
Enter a text comment description of the new asset.
Status
Check the box to indicate Active or Inactive.
OK
Click to save changes.
Cancel
Click to abort function
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Recents
Recents
The Recents page allows workers to access the most recent entries of Work items, Contacts and
Assets.
To Use the Recents Page
1
Click Recents on the left-hand menu, the above page appears <OR>.
2
Click Recents, then select an item from the pop-out menu.
3
Click View or Edit next to the item you want to view or edit.
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My Helpdesk Console
My Helpdesk Console
My Helpdesk is intended for users with an NT ID in an organizational internet environment. Users
who logon to an intranet using NT authentication, then login to My Helpdesk console, automatically
have their contact information attached to the work item they create. Through this console, users can
create their own work items, view or partially edit previously added work items, and update their
own contact information. Additionally, bulletins posted by Workers or Administrators that are
designated for all users, can be viewed on the bottom of the My Helpdesk Console page.
To Use My Helpdesk Console
1
Open My Helpdesk console by entering either the complete URL http://<server name>/aexhd/
winuser/Default.aspx or by entering a shortcut (URL alias) if created. <OR>
2
Enter through the main entry point Altiris eXpress Helpdesk consoles name>/aexhd/.
http://<server
The options on the My Helpdesk console page is as follows:
•
Click View next to the work item. The work item list only appears if you have preciously
added new work items.
•
Click Edit next to the work item. The work item list only appears if you have preciously added
new work items.
•
Click New to add a new work item.
•
Click Edit my info to update your contact information.
•
Click LogOff to exit My Helpdesk console.
My Helpdesk toolbar description
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My Helpdesk Console
My Helpdesk - New Work Item
To Add a New Work Item
1
Type the required information in the form on the page.
For more details see “New Work Item” on page 50 and “Attachments” on page 55.
2
Click OK to save.
Sort Work Item List
The My Helpdesk Console page will display a list of the work items created by the current user,
located at the bottom of the page. The Work item list can be sorted as needed by selecting the sort
topic:
•
•
•
•
•
•
#
Title
Assigned
Priority
Status
Category
The sort topics toggle between ascending and descending sort order then they are selected.
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My Helpdesk Console
For example Click #, an arrow appears next to the sort topic #. The up arrow indicates the sort order
is ascending to descending. Click # again, a down arrow appears to indicate the sort order is
descending to ascending.
Edit My Info
Users can update their user information once the account is added to the system. The following
information can be changed:
•
•
•
•
•
•
•
Name
Title
E-mail
Phone
Cell phone
Department
Password - see note.
Note This is your Helpdesk password for the User console, not the user’s NT password.
To Edit My Info
1
Click Edit my info on the My Helpdesk Console page.
2
Type the required information in the form.
3
Click OK to save.
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Work Item Request - NT User
Logoff
When you have completed all tasks within the My Helpdesk console, be sure to Logoff and close the
web browser to completely log out of the Helpdesk system. Logging off also conserves system
resources.
To Logoff My Helpdesk
1
Click Logoff to log off the My Helpdesk Console page.
2
Close the web browser.
Work Item Request - NT User
The NT User console is intended for users with a NT ID authentication through their own internet
environment and only want to log a work item. This console is similar to My Helpdesk console but
only has the functionality to add a work item. Work items created in this console have their status
set to Requested.
1
Open My Helpdesk Console by entering either the complete URL http://<server name>/aexhd/
winuser/Default.aspx or by entering a shortcut (URL alias) if created. <OR>
2
Enter through the main entry point Altiris eXpress Helpdesk consoles: http://<server name>/
aexhd/.
3
Type the required information in the form on the page.
4
Click OK to save.
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Work Item Request - User
Work Item Request - User
The Work item request - User allows a user to access the Helpdesk system from the internet, meaning
they do not use NT authentication at log on. Instead, users supply their e-mail address and an
optional password. If the e-mail address is associated with a contact in the Helpdesk database and
the password matches they are allowed to access the console. When a user adds a work item to the
system, it is automatically routed to a queue where workers can retrieve the requests.
1
Type your e-mail address in the E-mail box.
2
Type your password in the Password box.
3
Click OK to logon to the User console.
4
If your logon is not in the Helpdesk database, access will be denied. You can create a user
account for this entry point console by doing the following:
•
Type your e-mail address in the E-mail box.
•
Click, “click here to create a new account”.
•
Type the required information in the form on the page.
•
Click OK to save.
Work Item Request - Guest
The Work item request - Guest allows a user to access the Helpdesk system from the internet
anonymously, meaning they do not use NT authentication at log on nor do you need to have an email address. When a user adds a work item to the system, it is automatically routed to a queue where
workers can retrieve the requests.
1
Open Work item request- Guest console by entering either the complete URL http://<server
name>/aexhd/guest/Default.aspx or by entering a shortcut (URL alias) if created. <OR>
2
Enter through the main entry point Altiris eXpress Helpdesk consoles name>/aexhd/.
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Create Custom URL to Access Helpdesk Consoles
3
Type the required information in the form on the page.
4
Click OK to save.
Work Item History
When a work item is created, a record of each action taken against the work item is recorded in the
work item history. It is not possible to remove information from the work item history.
Each history record includes the date and time used for historical reporting to determine:
•
When the work item request was first processed
Create Custom URL to Access Helpdesk Consoles
You can give workers a custom URL so they can load a console more quickly.
To create a custom URL
1
Make sure that the DNS server is set up on the server that Helpdesk Solution is on. The server
that Helpdesk Solution is on must have a static IP address.
2
Add an alias (custom URL) into the DNS server and point it to the same URL as the server that
Helpdesk Solution is on.
3
Put a redirection script in your default.asp page.
For example:
<html>
<head>
<title></title>
<meta http-equiv="refresh" content="0; url=http://servername/webname/
user/default.aspx
</head>
</html>
substituting servername and webname with the appropriate values.
4
Now you can type the alias name to access the Helpdesk Solution console.
Example:
Suppose you work for a company named “acme” and have a server called “brutus”. The URL to
access this server is “brutus.acme.com”. This server has an IP address of 172.16.10.400. When you
type in “brutus.acme.com”, the request goes to the DNS server, and the server sees that the URL
should point to 172.16.10.400.
Suppose you want to add the alias “helpdesk.acme.com”. You would add “helpdesk.acme.com” into
the DNS server and point it to the same URL as “brutus.acme.com”. Now, when you type either
“helpdesk.acme.com” or “brutus.acme.com”, the DNS server sees that both requests go to
172.16.10.400.
Next, you add a redirection script in the default.aspx page that points to the Helpdesk Solution
console you want to access. Now, when you type in “helpdesk” as the URL, the DNS sends the
request to the computer with the IP of 172.16.10.400, which is the server “brutus”, then “brutus”
delivers the default page and the page redirects to the Helpdesk Solution console.
Note Internally, to access either "brutus.acme.com", or "helpdesk.acme.com", you only need to type
in "brutus", or "helpdesk" respectively. Also, the alias you choose must not be ambiguous, it cannot
exist as an alias or as a computer on the network already.
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Support for Pocket PC (PPC)
Support for Pocket PC (PPC)
Administrators and workers can access the worker console from any Windows CE device. Handheld
support is included with your product and does not require any additional cost or configurations.
Handheld support adds even greater flexibility for managing your product by extending
functionality beyond the desktop.
You can access the Worker Console using the worker URL. The Worker Console features that are
not supported include file upload. Some fields in lists throughout the Worker Console have been
scaled down for better viewing on the lower resolution Pocket PC.Requirements
•
Windows CE version 3
•
Microsoft Internet Explorer 5.0 or higher
•
Resolution: Standard Pocket PC dimensions of 240 x 320
Note While the Worker Console is fully supported with the exceptions noted above, the
Administrator Console is not currently supported on the Pocket PC platform. The Administrative
Console will load on a Pocket PC device. However, the screen is not properly formatted for the
reduced screen resolution size of most handhelds. Administrative features can be executed on a
handheld device by directly accessing the URLs for those features.
Pocket PC Navigation
There is a dropdown for recent work items at the top of the Worker Console. Select a work item
number and click the View Work Item icon to the left of the dropdown to view the report for the item.
To view the report for an item not displayed in the dropdown, the standard toolbar has been included
so that the worker can enter a work item number in the Edit field and click the View Work Item icon
to the left of the Edit field on the toolbar.
Work item actions are not displayed as a horizontal list for the Pocket PC, but have been added to the
command dropdown. Select an action and click the green arrow icon to the left of the dropdown to
perform the action. The action will be performed on the work item that is selected in the recent work
item dropdown that appears to the left. This dropdown is shared by commands that are available on
the Work items tab.
Work item commands are available by clicking the home icon at the top of the console. All commands
for the work item command group will populate the command dropdown (this is a shared dropdown).
Execute a command by selecting it from the dropdown and clicking the green arrow icon.
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Chapter 7:
Administration
The Administration topic list, includes the following:
•
•
•
•
•
•
•
Helpdesk Admin Console (page 97)
•
Commands (page 97)
•
Common tasks (page 97)
The Admin Report (page 98)
•
Admin Report Page Field Description (page 99)
•
Run Admin Reports (page 99)
Categories (page 100)
•
List Categories (page 100)
•
List Categories Page Description (page 100)
•
Edit Categories (page 101)
•
Add New Category (page 102)
•
Modify Category (page 103)
•
Move Category (page 104)
•
Copy Category (page 105)
•
Delete Category (page 106)
Routing Rules (page 107)
•
List Routing Rules (page 107)
•
Edit Routing Rule (page 108)
•
Process Order of Routing Rules (page 108)
•
New Routing Rule (page 109)
•
Delete Routing Rules (page 111)
Notify Rules (page 112)
•
List Notify Rules (page 112)
•
New Notify Rule (page 113)
•
Edit Notify Rule (page 115)
•
Delete Notify Rules (page 116)
E-mail Templates (page 117)
•
List Templates (page 117)
•
New Template (page 118)
•
Edit E-mail Templates (page 119)
•
Default E-mail Templates. (page 119)
E-mail Template Macros (page 120)
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•
•
•
Simple Macros (page 120)
•
Complex Macros (page 121)
•
Mail Macros (page 121)
Bulletins (page 122)
•
List Bulletins (page 122)
•
Add New Bulletin (page 123)
•
Delete Bulletin (page 123)
Sources (page 124)
•
List Sources (page 124)
•
View Source (page 124)
•
New NS Source (page 125)
•
New SMS Source (page 125)
•
Edit Source (page 126)
•
Import from Source (page 127)
•
Configure Helpdesk (page 128)
•
Delete Work Items (page 130)
•
Simple Tab (page 130)
•
Delete Work Item Simple Field Description (page 131)
•
Advanced Tab (page 132)
•
Delete Work item Advanced Field Description (page 133)
•
Delete Contacts (page 133)
•
Delete Assets (page 134)
•
Workers (page 135)
•
•
List Workers (page 135)
•
New Worker (page 135)
•
Edit Worker (page 136)
List Queue (page 137)
•
View Queue (page 137)
•
Edit Queue (page 138)
•
New Queue (page 138)
•
Reports (page 139)
•
Notification Policies (page 140)
•
Service Level Agreements (page 141)
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Helpdesk Admin Console
Helpdesk Admin Console
The Helpdesk Admin console page is similar to the Helpdesk Worker console yet it provides additional
functionality to perform administrative tasks. Access the Admin console through the Altiris eXpress
Helpdesk consoles. For further details see “Altiris eXpress Helpdesk Consoles” on page 46
When Helpdesk Admin console is launched, the Work report default page just as it is with Helpdesk
Worker console. The left-hand menu is divided into two sections, Commands and Common tasks.
The menu options are as follows:
Commands
Admin
Admin report - Lets you modify worker properties. See “The Admin Report” on page 98.
Categories
- Lets you add or modify categories. See “Categories” on page 100.
Notify rules
- Lets you view, create, or delete notify rules. See “Notify Rules” on page 112.
Routing rules - Lets you view, create, or delete work item routing rules. See “Routing Rules”
on page 107.
E-mail templates
- Lets you view or create e-mail templates. See “E-mail Templates” on
page 117.
Bulletins
- Lets you view, create, or delete bulletins. See “Bulletins” on page 122.
Sources - Displays a list of SMS and Notification Server sources. See “Sources” on page
124.
Configure helpdesk - Lets you configure the Helpdesk SQL database.on database. See
“Configure Helpdesk” on page 128.
Work items
See “New Work Item” on page 50
Contacts
See “Contacts” on page 80
Assets
See “Assets” on page 84
Workers
See “Workers” on page 135
Recent
See “Recents” on page 87
Common tasks
New work items - See
Work item queries Last query results
See “Using Queries” on page 70
- See “Last Query Results” on page 79
Retrieve queued item -
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See “Retrieve Queued Item” on page 80
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The Admin Report
The Admin Report
The Admin Report will help sort and manage work items based on the Report period and selected
query options. The report displays the item count for All workers in the following queries:
•
•
•
•
•
•
•
•
•
Priority
Requested
Planned
Open
Late
Overdue
Resolved
Held
Closed
1
Open Admin console by entering either the complete URL http://<server name>/aexhd/admin/
Default.aspx or by entering a shortcut (URL alias) if created. <OR>
2
Enter through the main entry point Altiris eXpress Helpdesk consoles http://<server name>/aexhd/
3
Click Helpdesk Admin console.
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The Admin Report
Admin Report Page Field Description
Page Items
Item
Description
Report Period
Select how far back in time you want the summary report to go.
Priority items
Lists the number of Open work items with either High or “ASAP”
priority status.
Requested items
Lists the number of work items flagged with the status as
Requested.
Planned items
List the number of work items flagged with the status as Planned.
Open items
List the number of work items flagged as Open.
Late items
Lists the number of work items still Planned after the start date.
Overdue items
List the number of work items not Closed or Resolved after the
due date.
Resolved items
List the number of work items flagged with the status of Hold.
Closed items
Lists the number of work items flagged with the status as Closed.
Cancel
Click to discard the changes.
Run Admin Reports
1
Type the number of days to search back in time in the Report period box.
2
Click Go. The database will return an item count of all work items based on the number of days
search criteria.
3
Click the item count link to display the list of work items found.
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Categories
Categories
List Categories
All New work items entered into the Helpdesk system must be associated with a Category. The
Categories option is only available in the Admin console, you can List, Edit or Delete categories.
1
Open Admin console by entering either the complete URL http://<server name>/aexhd/admin/
Default.aspx or by entering a shortcut (URL alias) if created. <OR>
2
Enter through the main entry point Altiris eXpress Helpdesk consoles http://<server name>/aexhd/ then click Helpdesk Admin console.
3
Click Admin>Categories>List categories.
4
Click Edit on the toolbar to go directly to the Edit categories page.
List Categories Page Description
Page Items
Item
Description
Default category
Select a Default category for items to be associated with if no
category is selected at the time a work item is created.
Name
Name of the category work items will be associated with.
Status
The category is Active.
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Categories
Edit Categories
The Edit categories page displays a list of all categories used to group work items together however
the workers see fit. The default set of categories cover a large portion of the problems typically
encountered by the Helpdesk workers.
Categories use a hierarchical structure following a parent, child relationship. Main topic categories
can be created with similar or same like topics created as levels below.
Example
•
•
•
•
•
Parent main topic Break-Fix
Child topic
...Copier
Child topic
...Desktop
Child sub-topic .......Monitor
Child sub-topic .......Keyboard
As you can see, all child topics fall below Break-Fix; however, Desktop needed further category
topics to define elements of the desktop.
The icons shown below allow you to Add, Edit, Move, Copy or Delete categories. Click on the
appropriate icon to perform the desired function.
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Categories
Add New Category
You can add new categories to the Helpdesk database by following the steps below.
1
Click Admin>Categories>Edit categories.
2
Use the scroll-bar to view all categories currently in the system. Click New next to the category
where you want to insert a new category.
Note The category you selected is displayed on the bottom of the screen. See the example above.
3
Type the name of the Category in the box.
4
Select the Position for the new category from the drop-down list. The option you select
determines how the new category will be inserted in the category list. The options are:
•
•
•
Insert before
Insert after
Insert as a child
Example The Service Request category
5
Click OK to continue editing categories. The new category will insert into the category list based
on the Position selected.
Important Any changes you make to categories, add New, Edit, Move, Copy or Delete are not
actually saved until you click Save on the Edit categories page.
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Categories
Modify Category
You can modify existing categories to meet your operational requirements. Following the
illustration and steps listed below.
1
Click Admin>Categories>Edit categories.
2
Click Edit next to the category you want to edit.
Note The category you selected is displayed on the bottom of the screen. See the example above.
3
Type the name of the Category in the box.
4
Select the check box to make category status Active.
5
Click OK to continue editing categories. The category list on the Edit categories page will update
and display the category change in the list.
Important Any changes you make to categories, add New, Edit, Move, Copy or Delete are not
actually saved until you click Save on the Edit categories page.
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6
Categories
Click Save to keep all category changes and return to the List categories page.
Move Category
Use the move function to move a category and its children up and down the category tree.
1
Click Admin>Categories>Edit categories.
2
Click Move next to the category you want to edit.
Note The category you selected is displayed on the bottom of the screen. See the example above.
3
Select the Move to category from the drop-down list.
4
Select the Position for the category from the drop-down list.
5
Click OK to continue editing categories. The category list on the Edit categories page will update
showing the category change.
Important Any changes you make to categories, add New, Edit, Move, Copy or Delete are not
actually saved until you click Save on from the Edit categories page.
6
Click Save to keep all category changes and return to the List categories page.
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Categories
Copy Category
Categories can be copied from one to another by using the Copy command.
1
Click Admin>Categories>Edit categories.
2
Click Copy next to the category you want to edit.
Note The category you selected is displayed on the bottom of the screen. See the example above.
3
Select the Copy to category from the drop-down list.
4
Select the Position for the category from the drop-down list.
5
Click OK to continue editing categories. The category list on the Edit categories page will update
showing the category change.
Important Any changes you make to categories, add New, Edit, Move, Copy or Delete are not
actually saved until you click Save on the Edit categories page.
6
Click Save to keep all category changes and return to the List categories page.
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Categories
Delete Category
1
Click Admin>Categories>Edit categories.
2
Click Delete next to the category you want to delete.
Note The category you selected is displayed on the bottom of the screen. See the example above.
3
Select the Delete option from the drop-down list.
•
•
4
Delete children
Move children to grandparent
Click OK to continue editing categories. The category list on the Edit categories page will update
excluding the deleted category.
Important Any changes you make to categories, add New, Edit, Move, Copy or Delete are not
actually saved until you click Save on the Edit categories page.
5
Click Save to keep all category changes and return to the List categories page.
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Chapter 7: Administration
Routing Rules
Routing Rules
Routing rules determine what worker or queue a work item should be assigned to when it is created
or modified. A routing rule consists of a name, description, criteria, status, terminal flag, and a
worker to assign the work item to when the criteria evaluate to true.
Routing rules are executed in the order they appear in the List Rules command from top to bottom.
For each rule in the list, the criteria are evaluated. If the criteria are satisfied the work item is assigned
to the worker specified by the rule. If that rule is set to be a terminal rule, then the rest of the rules
are not evaluated. If the rule criteria are not satisfied or the rule is not marked as a terminal rule, the
next rule is selected and rule evaluation proceeds. Routing rules are always evaluated every time a
work item is created or edited.
Routing rules replace the category routing feature found in earlier versions of Helpdesk. The initial
set of rules is constructed from the category routing data previously managed by Helpdesk, as is the
default worker. This means that the routing behavior of Helpdesk after upgrading from an earlier
version of Helpdesk is identical.
Routing rules are much more powerful than the old category routing system. Administrators can
make routing decisions based on any field in the work item in combination or in sequence. A special
criteria: "Work item is unassigned", makes it easy to use the idea that routing only occurs when no
worker is assigned to a work item, as was the case in the previous category routing feature; however,
not using that criteria can give administrators very fine control based on other fields.
For example, a routing rule like "Assign to the Supervisor queue if the contact_vip_flag is true and
priority is ASAP" is easy to create, and will make the assignment no matter who the work item is
currently assigned to. A subsequent rule could be added that says "Assign to worker Kathi when
current worker is Supervisor and workitem_category contains "Documentation". Then, a work item
from a VIP contact that is about documentation will get routed to Kathi no matter what.
Note If a worker attempts to assign that work item to Dave, the worker might be confused when
Kathi is still the assigned worker
List Routing Rules
The List routing rules page displays a list of all routing rules by Name, Route to, Comment Status and
Terminal columns. The toolbar on top of the page shows the following icons:
•
•
•
•
•
New rule
Edit rule
Move rule up
Move rule down
Delete rule
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To List Routing Rules
1
Click Admin > Routing rules > List routing rules.
2
Click the arrow (>) next to the routing rule; the row is highlighted.
3
Click the New, Edit, Up, Down, or Delete icons on the toolbar.
To Route Work Items to a Specific Worker or Queue
1
Click the arrow (>) next to the routing rule; the row is highlighted.
2
Click drop-down arrow and select a worker or a queue, and then click Set.
The Routing rule, when true, will send all work items to the worker or queue you selected.
Process Order of Routing Rules
The Routing rules are processed in the order they are listed.You can change the order as needed by
following the steps below.
To Change the Process Order of Route rules
1
Click the arrow (>) next to the Routing rule; the row is highlighted.
2
Click the Up or Down arrow on the toolbar.
The routing rule moves one level above or one level below its current location within the list.
Repeat this step as needed until the Routing rules are in the process order you want.
Edit Routing Rule
To Edit a Routing Rule
1
Click the arrow (>) next to the Routing rule; the row is highlighted.
2
Click Edit on the toolbar.
3
The Editing routing rule page allows you to make changes to the route rule fields. See “New
Routing Rule” on page 109 for field description.
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New Routing Rule
To Create a New Routing Rule
1
Click Admin > Routing rules > New routing rule.
2
Enter a name for the New routing rule in the Name text box.
3
Enter description of what the rule is for, in the Comment text box.
4
Click the drop-down arrow and select a worker or queue for the new Route to assignment.
5
Clear the check box if the routing rule should apply to all work items; otherwise, the rule will
apply to only unassigned work items.
Note When the routing rule runs, it will evaluate this criteria first, before evaluating the other
criteria based on the drop-down list option in step 6 on page 109. If the rule’s criteria evaluates
to true, the assignment will change. This means that workers who explicitly assign the work item,
might be surprised or confused when this rule changes their assignment.
6
Click the drop-down arrow and select on of the options:
•
All of these criteria are true
•
Any of these criteria are true
7
Click the drop-down arrow next to Add, and then select a criteria type from the list.
8
Click Add.
The page will display options to enter criterion parameters. The layout varies depending on the
criterion selected.
9
Select the check box if The value of the field changes.
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10
Select the check box for The value of the field.
11
To make this criterion be true if the field has changed AND the test is true, check both the “The
value of the field changes”, and “The value of the field:” check boxes.
12
Click the drop-down arrow and select one of the following options:
Note The list varies depending on criterion selected.
•
is the same as
•
is not the same as
•
contains
•
does not contain
•
matches regular expression
13
Enter the parameter associated with the option you selected for step 12 on page 110, in the text
box.
14
Select the check box for the search to be Case sensitive.
15
Click OK.
The page returns to the New Routing rule options.
16
Review the routing criterion you created in the display box. You can edit or delete the criterion
listed by doing the following:
•
Select the criterion from the display list.
•
Click the Edit or Delete icon on the toolbar.
17
Clear the Active check box if you do not want the New routing rule active.
18
Clear the Terminal check box if you do not want to stop processing rules when this rule evaluates
to true.
19
Click OK.
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Delete Routing Rules
To Delete a Routing Rule
1
Click Admin > Routing rules > Delete routing rules.
2
Select the check box of the Route rule you want to delete from the list, and then click Next.
The following confirmation screen appears.
3
Review the displayed list.
4
Click Finish, or Back to change Delete route rules list.
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Notify Rules
Notify Rules
E-mail notification is used to automatically generate and send e-mail and pager e-mail messages in
response to work item modification. Notify rules describe what work item modifications must take
place before e-mail is generated and sent, the format of the message that gets sent (see “E-mail
Templates” on page 117), and who should receive the e-mail notification.
List Notify Rules
The Notify rules page lists all notification rules currently defined. Administrative users can Edit a
notify rule, add a New notify rule, or Delete notify rules.
1
Click Admin>Notify rules>List rules.
2
Click Edit next to the specific Notify rule to view or edit rule.
Default Rules
The Helpdesk Solution provides a set of default notification rules, they are as follows:
Notify Rules Provided by Helpdesk Solution
Item
Description
Acknowledge contact
Sends a message to the current contact when a work item
is first created.
Notify contact when
closed
Sends a message to the current contact when the work
item has been closed. This is appropriate for Helpdesk
Solution guests. It thanks the recipient and describes the
resolution.
VIP work item
Sends a message to the Supervisor when work item is
initiated by a VIP contact (assumes that Supervisor virtual
worker has a valid e-mail address)
Work item changed
Sends a message to the current assignee whenever a
change occurs in the work item.
Work item reassigned
Sends a message to a worker when a work item has been
reassigned.
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New Notify Rule
1
Click Admin>Notify rules>New rule.
2
Type the name of the Rule in the box.
3
Type a description of the rule in the Comment box.
4
Select the Send e-mail template from the drop-down list.
The template is used to generate an e-mail message that gets delivered when the rule runs. An email message template or a pager e-mail message template or both, are required when creating a
notify rule.
5
Select the Send pager e-mail template from the drop-down list.
The template is used to generate the pager e-mail message that gets delivered when the rule runs.
An e-mail message template or a pager e-mail message template or both are required when
adding a notify rule.
6
7
Select or type the following Send to information:
a
Select the check box next to Current contact to send an e-mail to the current contact when this
rule runs.
b
These workers: Select the check box next to the worker or queue to whom e-mail should be
delivered when this rule runs. Use the scroll-bar to view the list, select all that apply.
c
These addresses:
Workers or queues not listed in the “These Workers” list can still receive
notification by entering additional e-mail addresses in the box. Use a “;” to separate multiple
e-mail entries. (Example [email protected];[email protected].)
Where: Select the criteria value from the drop-down list which determines how the rule is
evaluated when it runs.
Each criteria consists of a field, an operator, evaluation conditions and a value.
•
“All of these criteria are true” means that all of the criteria must evaluate to true in order
for this rule to run.
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•
Notify Rules
“Any of these criteria are true” means that if one of the criteria evaluates to true then the
rule will run.
8
Select a value from the drop-down list. Values can be four different types: string field operators
and UI, numeric, boolean and lookup operators and UI.
9
Click Add and the following screen appears:
The Field selected is displayed at the top of the screen. Select or type the following values to further
define the functionality of the rule. The rule applies based on the conditions defined below.
Note This option will vary depending on the value you select. Follow the screen prompts as outlined
below, selecting those criteria for each value type.
a
This criterion is true when:
•
Select the check box next to The value of the field changes.
•
Select the check box next to The value of the field, then select an option from the drop-down
list. The options are as follows:
•
•
•
•
•
is the same as
is not the same as
contains
does not contain
matches regular expression
b
Type a value to test condition in the box, be sure to select the check box if Case sensitive is
required.
c
Click OK to add the criterion value, it will appear in the box on the New rule screen.
10
If the added criterion is not correct or no longer needed, highlight the criterion in the display list
and click Delete to discard.
11
Clear the check box if the rule IS NOT Visible.
Visible - Allow workers to see this rule: A rule that is not visible will not show up in the list of Notify
rules display when creating a new work item or in the Notify action.
12
Select the check box for the rule to be Locked.
Locked - Prevent workers from turning this rule on or off: A rule that is locked, if visible, will show
up in the list of Notify rules display when creating a new work item or in the Notify action but
cannot be modified by the user.
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Notify Rules
Select the check box for the rule to be Default.
Default - Make this rule a default for new items: Default rules are assigned and associated with new
work items. Non default rules are not automatically assigned to new work items.
14
Clear the check box if the rule IS NOT Active.
Active - Evaluate this rule during an item update: The rule will be evaluated when work items with
that rule are modified and may run if the criteria are satisfied. Non active rules will not run.
15
Click OK to save.
Edit Notify Rule
1
Click Admin>Notify rules>List rules.
2
Click Edit next to the Notify rule to edit.
3
Edit the form. For information on each of the fields, see “New Notify Rule” on page 113.
4
Click OK to save.
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Delete Notify Rules
Deleting a rule will remove it completely from the system. All work items associated with the rule
you delete will lose their association and will never be seen again.
Caution There is no Undo capability.
1
Click Admin>Notify rules>Delete rules.
2
Select the check box next to the Notify rule(s) you want to delete, then click Next.
3
The notification rule(s) you are about to delete will appear on the screen.
A prompt will display the following message:
Are you sure you want to delete the following items?
4
Click Back to change selected Notify rules to delete.
5
Click Finish to delete selected Notify rules.
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E-mail Templates
E-mail Templates
E-mail notification is used to automatically generate and send e-mail and pager e-mail messages
when a New work item is created or when an existing work item is modified. E-mail templates are
created by Administrators and define the format of how the contents of e-mail messages are sent to
contacts. The format for e-mail templates can be simple using straight text or complex using HTML
and macros.
List Templates
There are three types of e-mail templates, they are as follows:
•
•
•
E-mail notification - Best used for notification rules that deliver long formatted messages.
Pager notification - Best used for notification rules that use short text-only messages.
E-mail action - Used for the work item e-mail operation.
Additionally, a very sophisticated macro language is supported and can insert work item data
directly into e-mail template data fields.
1
Click Admin>E-mail templates>List templates.
2
Click View or Edit next to the specific E-mail template to view or edit template.
3
Click New to add a new template.
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E-mail Templates
New Template
When you are adding or editing an e-mail template, you can use special macros in the message fields
to represent Helpdesk Solution data that will be inserted by Helpdesk Solution when it generates email using that template. See “E-mail Template Macros” on page 120.
1
Click Admin>E-mail templates>New template.
2
Type a Name for the new e-mail template in the box.
3
From:
4
From Address: Type the e-mail address that will be displayed as the originator of the message.The
Macro Language is supported for this property but must resolve to a valid SMTP e-mail address:
[email protected].
5
Subject:
6
Type:
Type the name of the organization, workgroup or worker that will be displayed as the
originator of the message.
Type the subject of the e-mail message. Macro Language is supported for this property.
Select one of the following options from the drop-down list:
a
E-mail notification
- Select if the E-mail Template will be distributed through e-mail.
b
Pager notification
- Select if the E-mail Template is intended for pager e-mail notification.
c
E-mail action - Select to let the E-mail Template be used to send work item e-mail
correspondence.
7
Type a description of the e-mail template in the Comment box.
8
Body: Type the body of the e-mail message. Macro language is supported for this property (see
“E-mail Template Macros” on page 120).
9
Select the check box to Interpret message body as HTML. HTML tags used within the body of the
message, will be rendered by e-mail applications that support HTML format.
10
Clear the check box if you DO NOT want the e-mail template Active. Inactive e-mail templates
will not be available for selection when adding Notify rules.
11
Click OK to save the e-mail template.
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Edit E-mail Templates
1
Click Admin>E-mail templates>List templates.
2
Click Edit next to the E-mail template name.
3
Edit the fields. For information on each of the box entries, see “New Template” on page 118.
4
Click OK to save.
Default E-mail Templates.
E-mail Templates Provided by Helpdesk Solution
Item
Description
Change notification
Terse HTML message used to notify workers when
modifications are made to a work item assigned to them.
Thank you
An acknowledgement message appropriate for Helpdesk
Solution guests. Thanks the recipient and confirms the
submitted data.
Guest issue addressed
A notification message appropriate for Helpdesk Solution
guests. Thanks the recipient and describes the resolution.
Created by VIP contact
Plan text message used to notify workers that a work item
has been created by a contact that is a designated VIP.
Work item reassigned
A message saying that a work item assigned to the
recipient has been assigned to someone else.
Work item
correspondence
Plain text message for corresponding about work items.
Short alert
Short message for paging workers.
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E-mail Template Macros
E-mail Template Macros
When you are adding or editing an e-mail template, you can use special macros in the message for
the From, Subject and Body boxes to represent data that will be inserted by Helpdesk Solution when
it generates e-mail using the template. There are three different classes of macros: simple, complex
and mail.
Simple Macros
Simple macros resolve into a single value or work item data.
WORKITEM(<workitem_field>)
<workitem_field> is the name of a field in the current
work item (the one that was just updated). The value
of that field replaces the macro.
For Example: WORKITEM(workitem_number) will
be replaced with the work item’s number.
The list of valid fields corresponds to the columns in
the workitem_current_view view.
CONTACT(<contact_field>)
<contact_field> is the name of a field in the record of
the contact that is associated with the current work
item. Note All contact information is available using
the WORKITEM() macro.
MANAGEDOBJECT(<managed_object_field> < managed_object_field > is the name of a field in the
)
record of the asset that is associated with the current
work item. All asset information is available using the
WORKITEM() macro.
ASSIGNED_TO_WORKER(<worker_field>) <worker_field > is the name of a field in the record of
the worker that is associated with the current work
item as the assigned to worker. Most assigned to
worker information is available using the
WORKITEM() macro
Use ASSIGNED_TO_WORKER () to see information
such as ASSIGNED_TO_WORKER
(worker_organization_name) that is not available
through the WORKITEM() macro.
MODIFIED_BY_WORKER(<worker_field>) <worker_field > is the name of a field in the record of
the worker that is associated with the current work
item as the modified by worker. Most modified by
worker information is available using the
WORKITEM() macro.
Use MODIFIED_BY_WORKER () to see information
such as MODIFIED_BY_WORKER
(worker_organization_name) that is not available
through the WORKITEM() macro.
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Complex Macros
Complex macros define a format that can include a mix of text, HTML and Helpdesk Solution data
fields that will be evaluated and replace the macro.
HISTORY_LIST[[<format>]]
<format> is a mix of text (including HTML tags), and arguments
of the form $$<workitem_field>$$. The <workitem_fields> are
identical to those used in the WORKITEM() macro. This macro
will produce one “row” of data formatted according to the
<format> for each history record for the current work item.
If the current work item has been updated 5 times, then 5 rows will
be output into the message. Each row has the
$$<workitem_field>$$arguments replaced with the data from that
particular work item update. Rows are produced in reverse
chronological order (latest update first) so the data in the first row
output using this macro will match the data in the WORKITEM()
macro.
For Example:
<TABLE>HISTORY_LIST[[<TD>$$workitem_version$$</
TD><TD>$$workitem_modified_on$$</
TD><TD>$$workitem_modified_by_worker_name$$</TD>]]</
TABLE>
will produce a simple HTML table that shows who has modified
the work item and when, with the last update being the first row.
WORKITEM_LINK[[<format>]] <format> is a mix of text (including HTML tags), and arguments
in the form $$<workitem_field>$$. The <workitem_fields> are
identical to those used in the WORKITEM() macro. This macro
will produce an HTML <A> tag with the HREF parameter set to
the work item report command for the current work item. The text
of the <A> tag is the evaluated <format>.
For Example:
WORKITEM_LINK[[$$workitem_title$$$$workitem_number$$]]
produces (for work item #1 – title is “First work item”): <A
HREF=” ep/standard/
commproc.asp?command=viewItem&workitem=1”>First work
item - 1</A>
The URL that is produced points to the standard work item report
in Helpdesk Solution. If a person who reads this mail and clicks on
the link is not a known Helpdesk Solution worker, then the normal
challenge occurs. This macro is intended for e-mail messages that
are sent to Helpdesk Solution workers in response to a work item
being updated.
Mail Macros
Mail macros are a class of macros that do formatted replacement but create <A
HREF=mailto:specificworker-e-mail-address>format</A> e-mail links. They allow you to provide
your readers with an easy way to contact the workers associated with the current work item via email and pager e-mail. The <format> argument for mail macros can be any string of text or HTML
and can include $$<workitem_field>$$arguments.
•
ASSIGNED_TO_EMAIL_LINK[[<format>]]
•
MODIFIED_BY_EMAIL_LINK[[<format>]]
•
MODIFIED_BY_PAGER_EMAIL_LINK[[<format>]]
•
CREATED_BY_EMAIL_LINK[[<format>]]
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•
Bulletins
CREATED_BY_PAGER_EMAIL_LINK[[<format>]]
For Example:
<BR>Click ASSIGNED_TO_EMAIL_LINK[[here]] to send to the assigned worker</BR><BR>Email: MODIFIED_BY_EMAIL_LINK[[$$modified_by_worker_name$$]]</BR>).
Bulletins
Bulletins are broadcast messages created in the Admin console for all users logged into the Worker
and My Helpdesk consoles to view. Bulletins are displayed on the bottom of the console
pages and are listed by order of most current to previous.
console
Bulletins can announce known problems, policies, scheduled upgrades or any other information endusers may need to know. The Bulletin feature is a useful tool, which helps manage the current status
of IT resources. For example, if a specific server is down, many users may open the My Helpdesk
console to report the problem. If a bulletin is published, users can see that the problem is already a
known issue, track status and estimated time for resolution. Bulletins cut down the number of
redundant work items and requests reported.
Once bulletins have been added, they may be deleted or made inactive. Inactive bulletins are saved
but do not display to any workers or queues.
List Bulletins
The List Bulletin screen displays a list of all bulletins in the system. End-users can add New, View, Edit
and Delete bulletin, all from within this screen.
1
Click Admin>Bulletins>List bulletins.
2
Click View or Edit next to the bulletin you want to view or edit.
3
Click New Bulletin or Delete to go to the desired function.
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Bulletins
Add New Bulletin
1
Click Admin>Bulletins>New bulletin.
2
Type a description of the bulletin in the Title box.
3
Type a message in the Message box.
4
Select the check box if you want the bulletin displayed to users logged in through the Work item
request - Anonymous console.
5
Clear the check box if you DO NOT want the bulletin to be Active.
6
Click OK to save.
Delete Bulletin
1
Click Admin>Bulletins>Delete bulletin.
2
Select the check box next to the Title name of the bulletin you want to delete.
3
Click Next to continue.
4
The bulletin(s) you selected will appear.
A prompt will display the following message:
Are you sure you want to delete the following items?
5
Click Back to change the selected Bulletins to delete.
6
Click Finish to delete selected Bulletins.
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Sources
Sources
List Sources
Assets are real devices such as computers, printers, phones, modem jacks or any other items that are
identified as unique objects in the database. Assets can be defined manually in the Worker Console.
Helpdesk Solution also lets you import assets from the Notification Server and Microsoft SMS
databases, you can also register and import from multiple sources.For more information, see the
Altiris eXpress Inventory Solution User Guide on the product CD or on our web site at http://
www.altiris.com/support/documentation.
Note You do not have to register your Notification Server computer as a source. Usually, it is autoregistered during Helpdesk Solution setup and the auto-import policy is active by default. The
registration process is only necessary if you want to import items from a foreign Notification Server,
if the auto-registration process failed or was cancelled, or if you have deleted the auto-registered
source.
1
Click Admin>Sources>List source.
2
Click View next to the source name to display the source details.
3
Click Edit next to the source name to modify changes to the source.
4
Click Import next to the source name to import resources.
5
Click New NS Source (see diagram above) to add new NS source.
6
Click New SMS Source (see diagram above) to add new SMS source.
View Source
1
Click Admin>Sources>List source.
2
Click View next to the source name to display the source details.
3
Click Edit to modify source.
4
Click Import to import data from other resources.
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Sources
New NS Source
1
Click Admin>Sources>New NS Source.
2
Type the resource Name in the box.
3
Type the SQL Server name in the box.
4
Type the Database name in the box.
5
Clear the check box if you DO NOT want to Use SQL login instead on Helpdesk trusted connection.
6
If you select Use SQL login, type a Login name in the box.
7
Type a Password in the box.
8
Select the check box to Update Helpdesk from this source on a schedule. The schedule is set by the
main Notification Server even if it is not a source. The default schedule occurs every 30 minutes,
only assets whose data has changed is imported during auto-update.
9
Clear the check box if you DO NOT want the status Active.
10
Click OK to save.
New SMS Source
1
Click Admin>Sources>New SMS Source.
2
Type the resource Name in the box.
3
Type the SQL Server name in the box.
4
Type the Database name in the box.
5
Clear the check box if you DO NOT want to Use SQL login instead on Helpdesk trusted connection.
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6
If you select Use SQL login, type a Login name in the box.
7
Type a Password in the box.
8
Select the check box to do the following:
•
•
Sources
- Imports the data into the Helpdesk database based on a
schedule, which is set by the main Notification Server even if it is not a source. The default
schedule occurs every 30 minutes, only assets whose data has changed is imported during
auto-update.
Update Helpdesk on a schedule
Publish work item changes to this source - Work item updates to be published in the inventory
of the SMS database.
•
Display links to Web Admin for SMS - If this is selected, you must also specify the URL in the
format http//<server name>/AexWebAdmin, in the box for Web Admin for SMS.
Note If the user is viewing object properties for an asset that has been imported from an SMS
source, a link will be displayed that will invoke Web Admin for SMS so that the user can
use the resource tools (remote control, explore the inventory, or view properties) on the given
resource.
Another benefit to using Web Admin for SMS is when you are browsing inventory, Work item
updates that have been published will be presented as HTML links to Helpdesk Solution.
Click on a link to invoke Helpdesk Solution and the work item report will be displayed.
9
Clear the check box if you DO NOT want the status Active.
10
Click OK to save.
Edit Source
1
Click Admin>Sources>List source.
2
Click Edit next to the source name to modify changes to the source.
3
Modify the box entries as needed.
4
Click OK to save.
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Sources
Import from Source
Importing large numbers of resources can take a considerable amount of time. For imports of
thousands of resources use the auto-update feature to avoid time-outs and other problems.
Any number of contacts can be imported though computers are licensed. You can only import as
many computers or assets as you have Helpdesk Solution licenses. The software will not allow you
to go over your license limit.
1
Click Admin>Sources>List source.
2
Click Import next to the source name to import resources.
3
Click Computers or Contacts to search for resource.
•
•
Sms Source: Export computers only.
NS Source: export both contacts and computers.
4
Click All or By name to search for resource.
5
If you selected By name, type a resource name to search for in the box. The “%” wildcard
character is supported and is supplied automatically at the end if omitted.
6
Click Count. The Number of resource matches made will display below the Count button.
7
Click Import matching resources or Create a list of matching resources so I can select the ones I
want.
8
Click Next to continue.
9
Click Import more to return to the Import from source page and import more sources.
Note The import report page may show the Number of resources processed is not the same as the
number shown by the Count operation (step 6), this is not an error. The actual number of
resources processed depends on factors not considered during the Count operation for
performance reasons nor does it include changes that have take place since the Count operation
was performed.
10
Click Done when finished.
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Chapter 7: Administration
Configure Helpdesk
Configure Helpdesk
The Configure Helpdesk page lets you configure the Helpdesk Solution’s SQL database.
Note The first time the Helpdesk console is selected as well as completing the Helpdesk ASP.NET
Config wizard, the page (shown below) will display without the left-hand menu options and there will
NOT be a Cancel button available. You must configure the Helpdesk SQL database successfully
before the rest of the features can be accessed.
1
Click Admin>Configure Helpdesk.
2
Type the name of a SQL Server in the box.
3
Type the name of the Database in the box.
4
Select the check box to Use SQL login instead of Helpdesk trusted connection.
5
Type a User name in the box.
6
Type a Password in the box.
7
Click Next to continue.
8
Click Back to return to the Configure Helpdesk page to edit data entries.
9
Click Update to refresh the database.
Note If you select Update the database is checked by the Helpdesk Solution, there are five
outcomes and one error message possible from the database check, they are as follows:
Error condition:
This database was last configured by a later version of Helpdesk. You must either upgrade this
version of Helpdesk or choose a different database.
Database version: {0}
Current version: {0}
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Configure Helpdesk
Option 1: This database was last configured by Alert Manager.
•
•
Press Update to update the database.
Press Back to choose another database.
Option 2: This database was last configured by a previous version of Helpdesk.
•
•
Press Update to update the database to the current version.
Press Back to choose another database.
Option 3: This database is not a Helpdesk database.
•
•
Press Update to update to add Helpdesk to this database.
Press Back to choose another database.
Option 4: Helpdesk will create this database.
•
•
Press Update to create this database.
Press Back to choose another database.
Option 5: This database is correctly configured.
•
•
•
Press Update to refresh the database.
Press Back to choose another database.
Press Continue to proceed with this database.
Note Pressing Update or Continue may display the following page.
The page looks and acts like the New NS source command except it offers fewer options.
Pressing Update will create the NS source, Continue will not.
The page is only displayed when no NS sources exit in the chosen database. During the initial
install, there is usually a source already registered and the Configure Notification Server source
page will not be displayed.
10
Click Continue, the Configure Helpdesk is complete and the Helpdesk application will restart. All
workers connected to Helpdesk will lose their work if they are editing data at the time of the
restart. If no errors occur the Admin worker will return to the Admin report page.
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Chapter 7: Administration
Delete Work Items
Delete Work Items
The delete function allows workers to search the Helpdesk database by entering a search criteria,
locate work items that are no longer needed in the system, and then delete them - permanently. The
search results display in the Item list, where workers select the work items to delete.
Note This is a powerful feature. Deleted work items cannot be recovered except by a database
backup.
Simple Tab
The simple search is different then the Advanced search as there are fewer fields used to define the
search. If you enter more than one field entry for the search criteria, the result will yield a more
precise Item list as opposed to searching on one field criteria only.
Note To search for All items within a field, click inside the field and then click Find. The result will
show all work items present in the Helpdesk database, where the search field has be defined with an
entry other than null.
1
Click Work items>Delete work items.
2
Type the search criteria in one or more of the boxes, then click Find or click Reset to clear the
page and start a new Simple search.
3
Select the check box next to the work item you want to delete.
4
Click Next to continue.
5
The work items you selected will appear.
A prompt will display the following message:
Are you sure you want to delete the following items?
6
Click Back to change the selected work items to delete.
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Chapter 7: Administration
7
Delete Work Items
Click Finish to delete selected work items.
Delete Work Item Simple Field Description
Page Items
Item
Description
Title
Type Title of a work item.
Match all words
Select the Title match criteria from the drop-down list.
Comment
Type a Comment word selection.
Match all words
Select the Comment match criteria from the drop-down list.
Category
Select option from the drop-down list.
Scope
Select option from the drop-down list.
Pattern
Type string Pattern to match during the search.
Assigned
Select Assigned worker group from the drop-down list.
External ID
Type an External ID.
An External ID is appropriate for organizations managing
external customers who need to identify the external customer
with a unique ID.
Priority
Select the Priority from the drop-down list.
Status
Select Status from the drop-down list.
Type
Select Type from the drop-down list.
Find
Click to begin search for work item.
Reset
Click to clear the form.
Cancel
Click to abort function.
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Chapter 7: Administration
Delete Work Items
Advanced Tab
The Advanced search is different then the simple search as the fields used to define the search are
greater. If you enter more than one field entry for the search criteria, the result will yield a more
precise Item list as opposed to searching on one field criteria only.
Note To search for All items within a field, click inside the field and then click Find. The result will
show all work items present in the Helpdesk database, where the search field has be defined with an
entry other than null.
1
Click Work items>Delete work items.
2
Click the Advanced tab.
3
Type the search criteria in one or more of the boxes, then click Find or click Reset to clear the
page and start an new Advanced search.
4
Select the check box next to the work item you want to delete.
5
Click Next to continue.
6
The work items you selected will appear.
A prompt will display the following message:
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Chapter 7: Administration
Delete Contacts
Are you sure you want to delete the following items?
7
Click Back to change the selected work items to delete.
8
Click Finish to delete selected work items.
Delete Work item Advanced Field Description
In addition to the Simple search field options, the Advanced search tab offers the following
additional search fields.
Page Items
Item
Description
Contact Name
Type the Name of the new contact.
Contact E-mail
Type the E-mail address of the new contact.
Asset
Type a description of the asset.
Asset type
Select the Asset type from the drop-down list.
Modified by
Type a worker name who modified the asset.
Created by
Type a worker name who created the asset
Modified by date
range
Type the date range to search, then select either the before or after
option.
Created by date
range
Type the date range to search, then select either the before or after
option.
Start by date range Type the date range to search, then select either the before or after
option.
Due by date range
Type the date range to search, then select either the before or after
option.
Find
Click to begin search.
Reset
Click to clear form.
Delete Contacts
The Delete contacts page lets you Find and Delete contacts from the Helpdesk systems database.
1
Click Work items>Delete contacts.
2
Type the search criteria in one or more of the boxes, then click Find
3
Select the check box next to the contact you want to delete.
4
Click Next to continue.
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Chapter 7: Administration
5
Delete Assets
The contact items you selected will appear.
A prompt will display the following message:
Are you sure you want to delete the following items?
6
Click Back to change the selected contacts to delete.
7
Click Finish to delete selected contacts.
Delete Assets
The Delete assets page lets you Find and Delete assets from the Helpdesk systems database.
Caution Deleted assets are permanently removed.
1
Click Work items>Delete assets.
2
Type the search criteria in one or more of the boxes, then click Find
3
Select the check box next to the asset you want to delete.
4
Click Next to continue.
5
The asset items you selected will appear.
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Chapter 7: Administration
Workers
A prompt will display the following message:
Are you sure you want to delete the following items?
6
Click Back to change the selected assets to delete.
7
Click Finish to delete selected assets.
Workers
List Workers
The List workers screen allows the Administrator to add New, View or Edit workers information.
1
Click Workers>List workers.
2
Click Workers.
3
Click View or Edit next to the worker name to view or edit.
4
Click New to add a new worker.
New Worker
New worker are also considered contacts. Adding a new worker requires filling in the form shown
below. Here are a few tips to remember when creating a New worker.
•
Workers must have an NT ID but do not need an e-mail address although it is strongly
recommended. E-mail addresses must be unique among workers but not queues.
•
The Contact and Company information sections of the page are similar to the New contact
command.
•
Workers must also have a unique worker name that is typically shorter than their full name.
•
Workers Hourly rate is used by reports to estimate work item costs. The rate is not displayed to
workers using the Worker console.
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Chapter 7: Administration
•
Workers
The Retrieve queue selection denotes what queue the worker will access when they execute the
Retrieve queue item command. Prompt, means the worker will be prompted to select a queue for
retrieving work items.
•
The Active flag controls whether a worker, pending authentication, is allowed to access Helpdesk
as a worker. If a worker is de-activated while they are currently using Helpdesk, they do not lose
access until they close the internet browser. The Active flag for New worker is different than the
Active flag for Contacts. Workers can still be active contacts but listed as an inactive worker.
1
Click Workers>New worker.
2
Type the Worker information in the box form on the screen.
3
Click OK to save.
Edit Worker
There are two ways to modify worker information, the Edit icon is found in the upper right hand
corner of the display on both the View worker page and the List worker page.
1
Click Workers>List workers.
2
Click View next to the worker name to display worker information.
3
From the View worker page, click Edit in the upper right hand corner to go to the Edit worker page.
4
From the List worker page, click Edit next to the worker name to modify.
5
Click OK to save.
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Chapter 7: Administration
List Queue
List Queue
Queues are Helpdesk objects similar to workers that work items can be assigned to. Queues do not
correspond to a specific worker. A queue cannot have an NT ID associated with it but it can have an
e-mail address so that notification e-mails can be sent to the person or group responsible for work
items assigned to the queue. Unlike workers, the e-mail address for queue can be several SMTP
addresses separated by a semicolon. A queue cannot create or update a work item, a contact, or asset
(except through a Notification Server policy or other third-party contrivance).
Inactive queues do not show up in the drop-down list of workers or queues; however, work items
assigned to a queue when it was inactivated are still assigned to it and workers who have that queue
selected to retrieve from will still pull work items from the inactive queue until the queue is empty.
1
Click Workers > List queues.
2
Click View next to the queue to view details.
3
Click Edit next to the queue to edit.
4
Click New queue to add a new queue.
View Queue
1
Click Workers>List queue.
2
Click View next to the queue to view.
3
Click the Internet Browser Back button to return to the previous screen.
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Chapter 7: Administration
List Queue
Edit Queue
1
Click Workers > List queue.
2
Click Edit next to the queue to edit.
3
Edit the box form on the page.
4
Click OK to save.
New Queue
1
Click Workers > New queue.
2
Type the information in the text boxes provided.
3
Click OK to save.
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Chapter 7: Administration
Reports
Reports
Helpdesk Solution provides reports including service level agreements, work items by platform,
worker performance, work item schedule, history, total cost of ownership (TCO) and others. Report
customization is available to administrators who need additional reports.
The Helpdesk Solution reports can be accessed through the Notification Server Web Administrator
by clicking Start > Programs > Altiris > Altiris eXpress > Notification Server > Web Administration
Console, then in the left pane selecting Helpdesk Solution > Reports.
For cost reports, the amount of time and the worker’s hourly rate are used to compute the cost
associated with the work item. When combined with the inventory data (organization, location,
platform, components, etc.) it is possible to produce TCO reports.
For specific assets, Helpdesk Solution provides instant access to Helpdesk Solution and SMS
information. Helpdesk Solution supports three views: table; graph; and pivot, and provides the
ability to drill down into the view and ultimately navigate with context to the Helpdesk Solution
console. Helpdesk Solution supports scheduling as well as custom report views. The latter is used to
provide select reports to managers and specific workgroups.
Unless otherwise specified, the reports take the last “N” days or a start date and end date as
parameters.
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Chapter 7: Administration
Notification Policies
Notification Policies
Notification Policies automate the monitoring of work item activity. Writing a new Notification
Policy is as easy as writing a SQL query that evaluates to true. Notification Policies support the
following notification methods:
•
•
•
•
•
E-mail
Launch (invoke application)
SNMP (Trap)
Generate Report (and e-mail the URL)
Helpdesk Solution Work Item creation.
The Helpdesk Solution Notification Policies can be accessed through the Notification Server Web
Administrator by clicking Start > Programs > Altiris > Altiris eXpress > Notification Server > Web
Administration Console, then in the left pane selecting Helpdesk Solution > Policies > Notification
Policies.
The following Notification Policies are provided in Helpdesk Solution:
Note In order to display images in Helpdesk Solution notification e-mail, make sure that Show
pictures
is selected in Internet Options > Advanced > Multimedia.
For more information on Notification Policies, see the Notification Policies section of the Altiris
eXpress Notification Server User Guide on the product CD or on our web site at http://
www.altiris.com/support/documentation.
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Chapter 7: Administration
Service Level Agreements
Service Level Agreements
Service level agreements (SLAs) are a set of standards established to gauge the performance of
machines, work items, etc. Helpdesk Solution provides reports that provide data regarding your
SLAs. These reports, combined with Helpdesk Solution Notification Policies, provide a powerful
tool for managing your SLAs.
The Helpdesk Solution SLA reports can be accessed through the Notification Server Web
Administrator by clicking Start > Programs > Altiris > Altiris eXpress > Notification Server > Web
Administration Console, then in the left pane selecting Helpdesk Solution > Reports > Service Level
Agreement.
Helpdesk Solution provides these SLA reports:
1
Work items not completed within the SLA
2
Work items that are past due (not closed)
3
Average time to close work items by category
4
Average time to process a work item
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Chapter 8:
Troubleshooting
Log Files
Components that encounter errors while running place messages in a log file in the
\Altiris\eXpress\logs folder on the Notification Server computer. The log is an XML text file that
you can open in a text editor or within Internet Explorer 5.
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Index
A
accessing Helpdesk Solution through a
custom URL 93
administration
bulletins 122
sources 124
workers 135
Altiris
support 7
assistance 7
B
bulletins
administration 122
H
Heading
First 9
Second 9
Helpdesk Configuration Wizard
installation 19, 29
using to modify configuration 31
history
work item 93
I
import data wizard 127
installation 28
setup 28
C
comments
search in 69
console
administrator 22
end user 23
worker 22
consoles 21, 22
contact information 7
contacts 24
conventions for document 6
copyright 2
creation date of document 2
cross references 6
custom
queries 72
URL 93
customer support 7
D
document
conventions 6
print date 2
L
legal notice 2
licensing 43
links 6
log file 142
email message template macros 120
external documents 6
F
M
macros
email message template 120
N
notice 2
notification policies 140
Notification Server 21
P
patent 2
Pocket PC 94
prerequisites 27
product version 2
G
getting help 7
Altiris Helpdesk Solution User Guide
technical support 7
The 49
trademark 2
uninstalling 32
upgrading 32
URL
accessing Helpdesk Solution through
a custom 93
Using 70
V
version 2
virtual workgroups 23
level 1 23
level 2 23
supervisor 24
W
queries
custom 72
R
register sources for assets 124
reports 139
S
Find 66
full-text search 69
T
U
Q
E
permissions 39
web permissions 39
workers 37
server 12, 27
Service Level Agreements 141
SMS 9
integration 26
sources
administration 124
register for assets 124
support 7
contact information 7
search
full-text 69
wildcard 70
search in comments 69
security 36
end users 38
web reports 21
wildcard search 70
wizard
Helpdesk Configuration 19, 29
import data 127
work item 25
work item history 93
work items
queries 70
retrieve 80, 130
worker console 46
Pocket PC support 94
workers 23
administration 135
security 37
143